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Privacy Policy

Draft for legal review. This policy is a working draft and has not yet been finalised by a solicitor. It does not yet constitute the company's binding privacy notice.

Less Native Ltd · Last updated: June 2026 · Registered address: 10 Bellegrove Rd, DA16 3PR

1. Who we are

Aiva is a service operated by Less Native Ltd ("Aiva", "we", "us"). This policy explains what personal data we handle when a business uses the Aiva service, and what rights individuals have. For anything in this policy, contact us at hello@textaiva.com.

2. The data we collect

We collect a limited set of data, in two contexts:

From businesses enquiring about Aiva

  • Business name
  • Phone number
  • Email address
  • Trade type (for example: plumbing, electrical, roofing)

From callers handled by Aiva

  • The phone number that called the business
  • The content of SMS messages exchanged with Aiva
  • Details the caller provides to book or enquire about a job (such as their name, address and the work needed)

3. How we use it

  • To provide the Aiva service — answering missed calls, replying by SMS, and capturing and booking leads on behalf of the business.
  • To set up, support and improve a business's account.
  • To respond to enquiries submitted through our website.
  • To meet our legal and accounting obligations.

We do not sell personal data, and we do not use the content of caller conversations for advertising.

4. SMS conversations and lawful basis

When a business's customer is unable to be reached by phone, Aiva processes the resulting SMS conversation to qualify and book the lead. This data is processed on behalf of the business that uses Aiva. The conversation data belongs to that business — we act as a processor of it. Our lawful basis for processing on our own account (such as enquiry data) is legitimate interest and, where applicable, the steps necessary to enter into and perform a contract.

5. Data processors we rely on

We use trusted third parties to deliver the service. The most significant is:

  • Twilio — provides the phone numbers, call routing and SMS delivery that Aiva runs on. Twilio acts as a data processor and handles call and message data under its own data protection commitments.

We share only what is necessary for these providers to perform their function, and we require them to protect the data they handle.

6. The business owner's role

Where Aiva handles conversations with members of the public on behalf of a business, that business is the data controller for those conversations and is responsible for its own obligations to its customers (including informing them how their data is used). Less Native Ltd acts as the data processor for that data.

7. How long we keep it

We keep personal data only for as long as it is needed to provide the service, support the account, and meet our legal obligations. Specific retention periods are being finalised and will be stated here.

8. Your rights

Subject to UK data protection law, you have the right to access the personal data we hold about you, to have it corrected, and to request its erasure (the "right to be forgotten"). To exercise any of these rights, contact hello@textaiva.com and we will respond within the timeframe the law requires.

9. ICO registration

Less Native Ltd's registration with the Information Commissioner's Office (ICO) is being completed. The registration reference will be published here once finalised. If you have a concern about how your data is handled, you have the right to complain to the ICO.

10. Contact us

For any privacy question or data request, email hello@textaiva.com or write to Less Native Ltd, 10 Bellegrove Rd, DA16 3PR.