Privacy notice

Last updated: 6 August 2026

Topiary E-Commerce LLP(“we”) is the data controller for personal data collected through topiaryecommerce.co.uk and through our telephone line on 0333 041 1779. You can reach us at hello@topiaryecommerce.co.uk or at Hazlewoods Staverton Court, Staverton, Cheltenham, Gloucestershire, GL51 0UX.

What we collect

We collect personal data in two places: the enquiry form on this website, and calls to our telephone line.

The enquiry form

When you submit it we receive the name, email address and message you provide, along with the company name, phone number and service interests if you choose to give them.

We also record the marketing parameters attached to the link you arrived through (such as utm_source or a Google Ads click identifier), the page you landed on, and the website that referred you. This tells us which of our own activity is producing enquiries.

We store a one-way cryptographic hash of your IP address, salted with a secret. This lets us detect repeated automated submissions. We do not store the address itself and the hash cannot be reversed to recover it.

Calls to our telephone line

Our telephone line is answered by an automated voice assistant, not by a person. You are told this at the start of the call. It asks why you are calling and takes your details so that one of us can return the call.

Calls are transcribed, and no recording is kept. The assistant turns what is said into text as the call happens. It is that text we hold — neither we nor ElevenLabs stores the audio.

From the conversation we keep your name, your company, the callback number you give, the reason for your call, how soon you need a reply, and the number you called from. We do not ask for an email address on a call.

If you would rather not speak to an automated system, or not have what you say written down at all, use the enquiry form or email us instead. Both reach the same people.

Why we are allowed to hold it

Our lawful basis is legitimate interests — namely responding to a business enquiry you have chosen to send us or to call us about, and protecting the form from abuse. You asked us to get in touch; holding your details long enough to do so is what you would reasonably expect.

The transcript exists for the same narrow reason: it gives us your details and your question as you actually put them, rather than a half-remembered version. We do not use calls for training, monitoring or profiling, and we do not use them to build a marketing list.

We do not add enquirers to a marketing list. If we ever offer one, it will be a separate, unticked opt-in, and declining it will not affect your enquiry.

How long we keep it

Enquiries are kept for 24 months from your last contact with us, after which they are deleted. Where an enquiry becomes a client engagement, the records move into our client files and are kept for the period our professional and tax obligations require.

Calls are treated in two parts, because the two parts are useful for very different lengths of time:

• The transcript is deleted after seven days — by us, on a nightly schedule, and by ElevenLabs, whose own retention for this assistant is set to the same seven days. There is no recording to delete, because none is kept. After that neither of us holds a copy of what was said.
• The details taken from the call — your name, company, callback number, the reason you gave and the number you called from — are kept for the same 24 months as a written enquiry. We keep them because deleting everything after a week would mean someone who called on the 1st could not be found on the 9th.

Who else sees it

We use five processors, and no others:

• Supabase — stores the enquiry and call records. Data is held in the United Kingdom or European Economic Area.
• Resend — delivers the notification to us and the acknowledgement to you.
• Vercel — hosts the website and processes the request that carries your submission.
• Twilio — carries the telephone call itself.
• ElevenLabs — operates the voice assistant that answers, and produces the transcript. It is configured not to retain call audio.

Each is bound by a data processing agreement. Twilio and ElevenLabs are United States companies, so answering a call involves a transfer outside the UK; that transfer relies on the UK International Data Transfer Addendum to the European Commission standard contractual clauses. We do not sell personal data, and we do not share it with advertising networks.

Automated processing

The assistant classifies each call — a new enquiry, a supplier, a recruiter, a nuisance call — and we are alerted only for the ones it judges genuine. We are telling you this because it has a consequence worth knowing: if it classifies you wrongly, your details are still saved but nobody is alerted, and you may not hear back.

If you have called and had no reply within one working day, please email hello@topiaryecommerce.co.uk — the record of your call still exists and we can find it. No decision with a legal or similarly significant effect is made about you by automated means.

Cookies and tracking

This website sets no cookies and runs no analytics, advertising or session-recording scripts. There is nothing to consent to, which is why you were not asked. If that changes we will ask first, and refusing will be exactly as easy as agreeing. See our cookie notice.

That statement is about this website. It is not a statement about the telephone line, which is transcribed as described above.

Your rights

Under UK GDPR you can ask us to give you a copy of your data, correct it, delete it, restrict what we do with it, or provide it in a portable format. Because we rely on legitimate interests, you also have the right to object to our holding it at all. This covers the transcript of a call as well, for as long as we still hold it — which, as above, is seven days.

Email hello@topiaryecommerce.co.uk and we will respond within one month. There is no charge.

If you are not satisfied with how we have handled it, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would rather you raised it with us first so we can put it right.

Changes

If we change how this site handles personal data we will update this notice and change the date at the top.