How we handle your information

1. Who we are

Ruyo is a trading name of Cadenso Ltd, registered in England and Wales, company number 17237346. Registered office: 128 City Road, London EC1V 2NX. You can reach us about anything in this notice at [email protected].

2. Two different relationships

Ruyo is software for businesses whose staff have sales conversations with their customers. With the customer told, a member of staff records a conversation on the Ruyo app; Ruyo transcribes it and turns it into a note, a brief, coaching, a score and answers to questions for the business. That means we handle recordings of people who never signed up for anything: the customers of the businesses that use Ruyo. Most of this notice is about them.

The business that uses Ruyo is the controller of its conversation data. It decides to record its conversations, it decides why, and it holds the relationship with its customer. Ruyo is its processor: we handle that data on its written instructions, under our Customer Data Agreement, and for no other purpose. If you are a customer of a business that uses Ruyo and want your data corrected or deleted, that business is your first point of contact; we act on its instruction.

Ruyo is the controller of its own account data: the names, work email addresses, roles and sign-in records of the staff who use the app, and the information you give us through this website.

3. This website

This website’s contact links open your email application. If you email us, we receive your email address, any name and business details you include, and the content of your enquiry. We keep the email and your reply history. We use it to reply to you, to arrange and hold calls, and to keep you updated about Ruyo if you have asked us to. Our lawful basis is our legitimate interest in responding to people who contact us and in developing our business.

We do not use analytics or advertising tools on this website, and we set no cookies. Our fonts are served from our own site. See the cookie notice.

4. The Ruyo app: what we collect

From conversations. Audio of the conversations that staff record on the app, and short notes they dictate to it. Transcripts produced from that audio, including who was speaking where the system can tell. Facts picked out of the conversation: what the customer wants, their budget and timing, the products discussed, and what was agreed as a next step. Generated records: notes, briefs, scores and coaching feedback about how the member of staff handled the conversation.

A conversation sometimes contains personal information that people volunteer in passing: where they work, what they earn, their family circumstances, occasionally their health. We do not ask for this. Some of it is special category data under UK GDPR. The business that records the conversation is responsible for having a lawful basis to record it, including for anything of this kind that arises; Ruyo processes it only as part of that recording, on the business’s instructions, and for no other purpose.

From staff. Name, work email address, role, team and location, sign-in records, the device and diagnostic information needed to run the app, and the settings they choose.

From the business’s other systems. Calendar appointments, where the business connects a Google calendar. No other system is connected.

Not collected. No analytics, advertising or crash-reporting software is built into the app. We do not collect precise location.

5. Why we use it, and on what basis

• To provide the service to the business (recording, transcription, notes, briefs, coaching, scores, search and answers): on the business’s instructions, as its processor.
• To run, secure and support accounts (sign-in, roles, invitations, support requests): to perform our contract with the business, and our legitimate interest in keeping the service secure.
• To improve the service: we review how the product is used in aggregate and investigate faults. We do not use your conversations to train AI models of our own.
• To meet legal obligations, including requests from regulators or the courts.

6. How recording is disclosed

Before a recorded conversation begins, the app shows the member of staff a short line to say to the customer, and records that they confirmed saying it. Two limits, stated plainly: that confirmation records that the member of staff said they read it, not that the customer heard or agreed; and Ruyo does not obtain consent from the customer. The business does. We give it the tool and the record, and we agree the wording with each business before anything goes live. Because the app also assesses how staff handle conversations, the business is responsible for telling its staff before rollout.

7. Who else processes the data

To do what it does, Ruyo sends conversation data to specialist providers. Each one acts on our instructions, under its business or API terms, and only to provide its service to us. The current list is kept on the sub-processors page; businesses get 30 days’ notice before we add or replace one.

Provider	What it does	Data it sees	Where
Supabase	Database, sign-in and file storage, including recordings	Everything Ruyo stores	London, United Kingdom
Fly.io	Runs the Ruyo backend	Everything passing through the backend	London, United Kingdom
Soniox	Speech to text for recorded conversations	Conversation audio and transcripts	United States
Deepgram	Speech to text for dictated notes; an optional alternative for conversations	Audio and transcripts	United States
Groq	AI models: notes during a conversation, after-conversation checks, routing questions	Transcripts and questions	May process data outside the UK, including the United States
Cerebras	AI model: coaching	Transcripts	May process data outside the UK, including the United States
Anthropic	AI model: after-conversation write-up and summaries	Transcripts and the facts picked out of them	United States
OpenAI	AI model: Ask Ruyo answers	Questions and transcript excerpts	May process data outside the UK, including the United States
Cohere	Search: embeddings and ranking	Transcript excerpts and questions	May process data outside the UK, including the United States
Resend	Sends invitation emails to staff	Staff name, email address and organisation name	United States
Google (Calendar API)	Reads a calendar when the business connects one	Appointment titles, times and attendees	May process data outside the UK

Two further suppliers run our own business rather than customer conversations:

Supplier	What it does	Data it sees	Where
Cloudflare	Hosts this website	Technical request information (for example your IP address) to deliver and protect the site	Global network; may process data outside the UK
Google Workspace	Provides our [email protected] mailbox and documents	Emails you send us, and our reply history	May process data outside the UK

8. Transfers outside the UK

Our backend, database and file storage are in London. Some of the providers above process data outside the UK, including in the United States. Each such transfer is made under a mechanism recognised by UK law: the UK International Data Transfer Addendum to the standard contractual clauses, or the UK-US data bridge where the provider is certified under it, as applicable to that provider. We will tell a business which mechanism applies to a given provider on request.

9. Selling data and training models

We do not sell personal data. We do not use conversations, transcripts or the records made from them to train AI models of our own. We use our AI and speech-to-text providers under their business or API terms, and we turn off model training where a provider offers that setting.

10. How long we keep it

• Recordings, transcripts and the records made from them are kept for the retention period the business chooses in the service. The default is 24 months. A daily job deletes the recording, the transcript and the records made from them once a conversation is older than that period, and logs the deletion.
• Account and audit records are kept for the life of the business’s relationship with us.
• When a business’s contract ends, its data is available for export for 30 days and is deleted within 30 days of the contract ending, unless the law requires us to keep it. Copies in backups are deleted as the backups expire and are not restored in the meantime except to recover from an incident.
• Website enquiries are kept while we are in conversation with you and for up to two years after our last contact.

11. Where it is stored, and how it is protected

The Ruyo backend runs in London. The database and file storage are in London. Data moves between the app, the backend and our providers over encrypted connections (TLS). Each business’s data is separated from every other business’s in the database and in storage, and what a user can see depends on their role. Recordings are stored in private storage. Provider keys are held only on our servers; the app carries none. Deletions are logged. On a phone, a recording is held until it has uploaded and is then deleted from the phone; if the upload fails it stays on the phone until a later upload succeeds, and deleting the app removes it.

12. If something goes wrong

If we become aware of a personal data breach affecting a business’s data, we will tell that business without undue delay with what we know, and keep adding to it, so that it can meet its own obligations. Where the law requires us to notify the Information Commissioner’s Office, we will do so within 72 hours of becoming aware.

13. Your rights

Anyone whose data we hold has the right to ask for a copy, ask for correction, ask for deletion, restrict or object to processing, and complain to the Information Commissioner’s Office at ico.org.uk.

If you are a customer of a business that uses Ruyo, the business is the controller: ask them, and we will help them answer. If you are a member of staff with a Ruyo account, or you have contacted us through this website, email [email protected]. To delete your account and the data we hold as controller, email us from the address on the account; we confirm within 30 days. We respond to every request within one month.

14. Children

Ruyo is a business tool for the staff of our customers. We do not knowingly collect information from anyone under 18, and the app is not offered to them.

15. Changes

Material changes will be notified to businesses before they take effect. Every version carries the date at the top.