Privacy notice
Wording last edited: 2026-09-28. Not yet published.
This notice covers two different people: the tradesperson who buys Ordella, and the member of the public who rings his number and speaks to the agent. Where the two differ, it says so.
docs/legal-review.md.Who we are
Ordella answers phone calls for tradespeople in the United Kingdom. When someone rings an Ordella customer, our AI agent picks up, takes their details, and either books the job or passes a message on.
You can reach us at hello@ordella.com.
If you rang a business and spoke to our agent
You were told the call may be recorded
The first thing the agent says, before you have said anything, is the business name followed by “this call may be recorded for training and quality”. That announcement plays on every call.
What we take from the call
- Your name, and the number you rang from.
- Your address and postcode, so the tradesperson knows where to go.
- What the problem is, in your words and as a short summary.
- A recording of the call, and a written transcript of it.
- The appointment, if one was booked.
Your postcode on its own is sent to postcodes.io to check whether the job is inside the tradesperson's working area. Your name, number and address are not sent there.
Who sees it
The tradesperson you rang, and nobody else's business. Each customer's records are separated in our database, and a tradesperson cannot see another one's calls. The companies listed under suppliers handle parts of the call on our behalf.
How long we keep it
- The audio: 90 days. After 90 days the recording is deleted from our supplier's systems as well as ours. If the deletion fails, the recording is left in place and tried again the next day rather than being marked as gone.
- The transcript and your details: 12 months. After 12 months the transcript, your name, address, postcode, the summary and the number you rang from are removed.
- The call record itself is kept after that, with nothing in it that identifies you, because it records how many minutes the tradesperson was billed for.
Asking us to delete your details
Email hello@ordella.com with the number you rang from and the business you rang. We will:
- delete the recording, at our voice supplier as well as here;
- remove the transcript, your name, your number, your address and your postcode from the call, from any message we sent and from any follow-up note;
- remove your name, number, email and address from the booking, but keep the appointment itself — the tradesperson has the job in his diary and a van to send, and cancelling his work is not what you asked for. Ring him if you want the job cancelled;
- keep the call record, stripped of anything that identifies you, because it carries the minutes he was billed for.
So this is not “everything about you disappears”: two records survive with your details taken out of them. We also keep a one-way coded version of your phone number, and nothing else, so that we can confirm we dealt with your request if you ask again.
If you are a tradesperson using Ordella
We hold, for as long as you have an account with us:
- Your name, business name, trade, email address and phone number.
- Your working hours, services, prices and the area you cover, because the agent needs them to answer for you.
- Your subscription and payment records, held by Stripe. We do not see or store your card details.
- The calls, bookings, messages and notes belonging to your business.
You can see your own call and booking records in your dashboard at any time.
If you filled in the contact form
We keep your name, business name, trade, email address, phone number and your message, so we can reply to you. It is stored in our database and emailed to us.
Suppliers who handle data for us
These are the only companies that receive personal data from Ordella, and what each one gets.
Retell AI · Voice agent
Call audio, the transcript, and the caller's number. Audio is deleted at Retell after 90 days.
Twilio · Telephony and SMS
The caller's number and the call itself, and the text of any SMS we send to a caller or to the tradesperson.
Cal.com · Calendar and booking
The appointment: date, time, and the customer's name, number, email and address where given.
Supabase · Database, storage and sign-in
Everything we hold: accounts, calls, transcripts, bookings, messages and enquiries.
Stripe · Payments
The tradesperson's billing details and subscription. No caller data goes to Stripe.
postcodes.io · Postcode lookup
The postcode alone, to check whether a job is inside the tradesperson's patch. No name, number or address.
Resend (or the configured SMTP server) · Email delivery
The address the email is going to and the contents of the email: a booking confirmation or an enquiry alert.
Hostinger · Hosting
Web and server logs, including IP addresses, for the site and its APIs.
We do not sell personal data, and we do not use it for advertising.
Your rights
Under UK data protection law you can ask for a copy of your personal data, ask us to correct it, ask us to delete it, object to what we are doing with it, or ask us to restrict it. Email hello@ordella.com. If you are not happy with our answer you can complain to the Information Commissioner's Office at ico.org.uk.
Cookies
This site sets no advertising or analytics cookies. Signing in sets a cookie that keeps you signed in. The booking calendar is embedded from Cal.com and may set its own cookies.
Changes to this notice
The date at the top of this page is when the wording was last edited. If we change what we do with personal data, we will change this page.