Privacy Policy

Introduction

This Privacy Policy explains how Susan ("Susan", "we", "our", or "us") collects, uses, stores, and protects personal information when you use our website, conversational services, and related products.

Susan is owned and operated by Heatwave76 Ltd.

We are committed to handling personal information responsibly, transparently, and in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR).

Who We Are

Data Controller: Heatwave76 Ltd
Company Number: 16419690

For privacy-related enquiries, please contact: susan@susanexists.com

Information We Collect

The information we collect depends on how you interact with Susan.

You may choose to provide:

• Your name.
• Email address.
• Telephone number.
• Company or business information.
• Details about your business, goals, requirements, or challenges.
• Information contained within conversations.

You are not required to provide personal information simply to visit the website.

When you communicate with Susan, we may create and store information relating to:

• Conversation history.
• Conversation summaries.
• Context required to maintain continuity.
• Qualification information.
• Preferences or requirements you choose to disclose.

Where appropriate, Susan may organise information into structured records to provide services, maintain continuity, or support onboarding and qualification processes.

We may collect limited technical information, including:

• Browser type.
• Device information.
• Session identifiers.
• Security and diagnostic information.

This information helps us operate, secure, and improve the service.

Legal Basis for Processing

Susan processes personal information only where a lawful basis exists under UK GDPR.

For most interactions, the applicable basis is legitimate interests. No personal record is created simply because someone visits the website or engages in an anonymous conversation. A structured record is only created where Susan detects a genuine business enquiry or intent to engage with the service. At that point, processing is necessary to respond to that enquiry and to provide the service requested.

Where a formal service agreement exists between Heatwave76 Ltd and a business customer, a separate data processing arrangement governs that relationship.

We do not rely on consent as the primary basis for processing conversation data. Where consent is required — for example, in relation to certain cookies — it is obtained separately and explicitly.

How We Use Information

We use information to:

• Provide and operate Susan.
• Respond to enquiries.
• Maintain conversation continuity.
• Understand user requirements.
• Facilitate qualification and onboarding processes.
• Provide requested services.
• Improve reliability, security, and performance.
• Comply with legal obligations.

We do not sell personal information.

Anonymous Conversations

Visitors may engage with Susan anonymously.

To support conversation continuity, Susan may retain anonymous conversation information for up to 30 days.

When returning, visitors may be offered the choice to:

• Continue a previous conversation; or
• Start a new conversation.

Starting a new conversation creates a fresh conversational state.

Anonymous conversations are not automatically treated as customer records.

Qualification and Business Relationships

Where a conversation progresses into a genuine business enquiry, onboarding process, customer relationship, or service engagement, information may be associated with a contact or business record.

This allows Susan to:

• Avoid repeatedly requesting the same information.
• Continue ongoing discussions.
• Deliver requested services.
• Facilitate support and onboarding.

Information associated with active business relationships may be retained for longer periods where reasonably necessary to provide services, maintain records, or comply with legal obligations.

Artificial Intelligence Processing

Susan uses artificial intelligence systems to generate responses and assist with conversations.

Information provided during conversations may be processed by AI service providers acting on our behalf. All AI and infrastructure processing takes place within the United Kingdom or European Union.

While we take reasonable steps to select trusted providers, users should exercise discretion about the information they share in any online service.

Human Review and Handover

Although Susan is designed to operate autonomously, there may be circumstances where conversations are reviewed by authorised personnel.

Examples include:

• Providing support.
• Responding to requests.
• Investigating technical issues.
• Completing onboarding processes.
• Facilitating a handover to a human representative.

Where appropriate, conversation information may be shared with relevant business representatives for these purposes.

Third-Party Service Providers

We may use trusted third-party providers to deliver parts of the service, including:

• Hosting providers.
• AI service providers.
• Email and communications providers.
• Security and infrastructure providers.
• Analytics providers.

These providers may process information only as necessary to deliver their services. All providers are selected on the basis that processing takes place within the United Kingdom or European Union.

Data Retention

We retain information only for as long as reasonably necessary.

Retention periods may vary depending on:

• The nature of the conversation.
• Whether a business relationship exists.
• Legal or regulatory requirements.
• Security and operational needs.

Anonymous conversation continuity is generally retained for up to 30 days.

Business records may be retained for longer where necessary to provide services or comply with legal obligations.

Your Rights

Depending on your location and applicable law, you may have rights including:

• Access to your information.
• Correction of inaccurate information.
• Deletion of information.
• Restriction of processing.
• Objection to processing.
• Data portability.
• Withdrawal of consent where consent applies.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Requests may be submitted to: susan@susanexists.com

Security

We take reasonable technical and organisational measures to protect information against unauthorised access, disclosure, alteration, or destruction.

We encourage users to exercise discretion about the information they share in any online service.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in technology, legal requirements, or the way Susan operates. Updated versions will be published on this page together with a revised "Last Updated" date.

Contact

If you have questions regarding this Privacy Policy or the way personal information is handled, please contact:

susan@susanexists.com
Heatwave76 Ltd
Company Number: 16419690