This Privacy Policy explains how SignLive Ltd, trading as Convo, collects, uses, stores, and protects your personal data when you use our services, website, or applications.
We are committed to protecting your privacy and handling your personal data lawfully, fairly, and transparently, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Our Contact Details
Data Controller: SignLive Ltd trading as Convo
Registered Address: 272 Bath Street, Glasgow, G2 4JR
Postal & Data Protection Contact Address:
One Lochrin Square,
92 Fountainbridge,
Edinburgh, EH3 9QA
Phone Number: 0330 822 0288
Email: hello-uk@convo.io
2. The Personal Information We Collect
We collect and process the following categories of personal data:
- Contact data – name, postal address, email address, and telephone number
- Account data – information required to create, manage, and support your account and access our services
- Communications data – enquiries, customer support interactions, feedback, and correspondence with us
- Service usage data – limited information about how our services are accessed and used, such as connection data and service performance metrics (where applicable)
- Transactional and billing data – invoices, payment status, and payment-related information (where required)
- Marketing preferences – your communication preferences and consent or opt-out status
- Device and technical data – IP address, device identifiers, approximate location data, cookies, and similar technologies
- Cookies and similar technologies (see section 9 below)
We collect only the information necessary to provide our services and fulfil our legal obligations. Where we use your personal data for marketing communications, you can opt out at any time (see section 10 below).
Special category data
Where necessary to provide our services, we may process special category personal data, including information relating to disability, health, or safeguarding. This data is handled with additional safeguards and only where legally permitted under UK GDPR.
3. How We Collect Personal Information
We collect personal information in the following ways:
- Directly from you when you sign up for a SignLive Ltd trading as Convo account
- When you subscribe to our newsletters or marketing communications
- When you make payments for services
- Automatically when you use our website or app (e.g. IP address and device data for analytics)
4. How We Use Your Personal Data
We use the information you provide to:
- Deliver and manage your SignLive Ltd trading as Convo service
- Contact you regarding your account or service updates
- Process payments and issue invoices
- Analyse internal marketing and usage data to improve our services
- Comply with legal or regulatory requirements
We collect the minimum data required. Without this information, we would be unable to provide our service.
5. Sharing Your Personal Data
We do not sell your personal data. We only share personal data with trusted service providers who act on our instructions and are bound by data protection agreements.
We may share your data only with trusted service providers (data processors) who act under our instruction, such as:
- Amazon Web Services (AWS) – for secure data storage within the UK
- Other IT service providers who help us deliver our platform securely
These providers cannot use your information for their own purposes and are bound by data protection agreements.
We may also disclose personal data where required by law or to protect the rights, safety, or security of our users, staff, or services.
6. Lawful Basis for Processing
Under the UK General Data Protection Regulation (GDPR) and Data Protection Act 2018, we rely on the following lawful bases:
Consent – Where required (for example, for marketing communications). You can withdraw your consent at any time by emailing hello-uk@convo.io. Where processing is based on contractual or legal obligations, withdrawal of consent may mean we are unable to continue providing certain services.
Contractual obligation – To fulfil our agreement to provide the SignLive Ltd trading as Convo service
Legitimate interest – To improve our services and communicate with you in a way that is relevant and proportionate
Legal obligation – where processing is required to comply with UK law, including tax, employment, or regulatory requirements.
7. How We Store Your Personal Data
Your data is stored securely in Amazon Web Services (AWS) data centres located in the UK.
We protect your data by:
- Using password-protected systems and secure servers
- Restricting access to authorised staff only
- Immediately revoking access when no longer required
We retain personal data as follows:
- Customer service data (account information): 1 year after your account is closed, to resolve any queries or disputes. After this period, the data is deleted or anonymised.
- Financial records (invoices and payment information): 6 years, as required by UK tax law (HMRC).
- Online identifiers (e.g. IP address): Up to 1 year, anonymised for analytics purposes.
- Marketing data: Until you withdraw consent or opt out of receiving communications.
Where personal data is transferred outside of the UK, this will only take place with appropriate safeguards in accordance with UK GDPR.
8. Your Data Protection Rights
Under data protection law, you have the following rights:
- Right of access: Request copies of your personal data
- Right to rectification: Correct inaccurate or incomplete data
- Right to erasure: Request deletion of your personal data in certain circumstances
- Right to withdraw consent: Remove consent at any time
- Right to restrict processing: Limit how we use your data in certain circumstances
- Right to object: Object to certain processing activities
You will not be charged for exercising these rights, and we will respond within one month.
To exercise your rights, contact:
Email: hello-uk@convo.io
Phone: 0330 822 0288
Postal Address: SignLive Ltd trading as Convo, One Lochrin Square, 92 Fountainbridge, Edinburgh, EH3 9QA
9. Cookies and Tracking Technologies
Where required, we will seek your consent before placing non-essential cookies. We use cookies and similar technologies to:
- Improve site functionality and user experience
- Analyse anonymised usage data for service improvements
You can control cookies via your browser settings. For more information, please contact hello-uk@convo.io.
10. Updating Your Personal Data or Marketing Preferences
If you wish to update your personal details (e.g. name, address, email, or phone number) or change your marketing preferences, email hello-uk@convo.io or call 0330 822 0288.
Marketing opt-out
You can opt out of marketing emails at any time by using the unsubscribe link included in our communications or by contacting hello-uk@convo.io
You may still receive essential service or account-related communications where necessary.
11. Changes to This Privacy Policy
We may update this policy from time to time. If we make significant changes, we will notify you via email or our website before the changes take effect.
12. How to Complain
If you have concerns about how we use your personal data, you can contact:
Steve Beck
Data Protection Lead
SignLive Ltd trading as Convo, One Lochrin Square, 92 Fountainbridge, Edinburgh, EH3 9QA
If you are not satisfied, you can also complain to the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF