Privacy Policy
1. Who we are
Racso Solutions is a sole trader operating in the United Kingdom. We build SMS lead qualification and automated viewing booking software for estate agents and car dealerships.
Data Protection Registration: ICO Data Protection Register (Tier 1, Registration ongoing) • Contact: hello@racsosolutions.co.uk
2. What data we collect and why
Your data (as a Racso customer):
- Account information: Name, email, phone, business name, business address, payment details
- Calendar access: We connect to your Google Calendar to create viewing bookings (read/write access to your calendar only)
- Qualifying questions: The SMS questions you define for your leads
- Usage data: How you use Racso (logins, SMS sent, bookings created, feature usage)
Lead data (collected via SMS):
- Phone number (the lead's phone)
- SMS conversation: The actual text messages between lead and bot
- Extracted info: Property type, budget, timeframe, preferred viewing time (parsed from the conversation)
- Booking details: Viewing date/time, location, booking status
- Reminders sent: Whether the 24-hour reminder was sent and delivered
Important: You own all lead data. We are a data processor; you are the data controller. We never sell, share, or use lead data for our own purposes.
3. Legal basis for processing
We process your data based on:
- Contract: Necessary to provide Racso (calendar connection, SMS sending, booking creation)
- Consent: You consent to us collecting usage data to improve Racso and provide support
- Legal obligation: We keep records for tax and regulatory compliance (7 years)
4. Leads' rights (GDPR)
People who text Racso are end-users, not our direct customers. But they have rights over their data:
- Right of access: They can ask you (or us) for a copy of their data
- Right to erasure: They can ask to be "forgotten" and their data deleted (subject to exceptions)
- Right to object: They can opt out of marketing or profiling
- Right to data portability: They can request their data in a portable format
If a lead emails us asking for their data, we'll respond within 30 days (GDPR requirement). You're their primary contact, but we're legally responsible for honoring their requests.
5. SMS compliance (GDPR + PECR)
Racso only texts leads who initiated contact by calling you. This is transactional SMS (not marketing), so it's GDPR and PECR compliant without explicit opt-in. However:
- The bot's first message is always a qualifying question, not marketing
- Reminders are confirmations of bookings already made
- We never send promotional SMS (e.g., "Get 20% off today")
- If a lead texts "STOP", they're not added to future conversations
If you want to send follow-up marketing SMS later, that requires explicit opt-in from the lead.
6. Data storage and security
- Encryption: All data in transit is encrypted (TLS 1.2+); data at rest is encrypted at our hosting provider
- Backups: Daily encrypted backups; 30-day retention for disaster recovery
- Access controls: Only authorized Racso staff can access data (authentication required)
- Sub-processors: We use Twilio (SMS), Google (Calendar), Cloudflare (hosting), Stripe (payments)
7. How long we keep data
- Lead data: Kept for as long as your account is active. If you cancel, we retain it for 30 days so you can export. After 30 days, it's permanently deleted.
- Account data: Kept for 7 years after account closure (tax/compliance requirement)
- Backup data: Automatically deleted after 30 days
- Analytics/usage logs: Retained for 90 days for debugging; then aggregated and kept for 2 years
8. Your rights as a customer
- Access: You can download all your data and leads' data anytime (CSV export)
- Correct: You can update your account info and qualifying questions
- Delete: You can request deletion of your account and all data (subject to 30-day delay for backups)
- Portability: You can export your lead data in CSV or via API
- Restrict processing: You can pause Racso without canceling (e.g., during quieter periods)
9. Cookies and tracking
Our website uses minimal cookies:
- Session cookies: Keep you logged in (essential, no consent needed)
- Analytics: We use Cloudflare Analytics to count visitors (no personal data, no consent required)
- No third-party ads: We don't use Google Analytics, Facebook pixel, or ad tracking
10. Data retention summary
| Data type | Retention period |
|---|---|
| Lead SMS conversations | Until account closure + 30 days |
| Booking records | Until account closure + 30 days |
| Account/customer data | 7 years (tax compliance) |
| Usage logs / analytics | 90 days (raw) → 2 years (aggregated) |
| Backups | 30 days (disaster recovery) |
11. International transfers
All data is stored in the EU/UK (Cloudflare UK data centers). We do not transfer data outside the UK or EU. If we ever need to (e.g., for support), we'll use Standard Contractual Clauses (SCCs) and inform you.
12. Your responsibilities
As a Racso customer, you're responsible for:
- Consent: Ensuring you have the right to share leads' data with us (e.g., they called you, consented to a quote, etc.)
- Privacy notice: Informing leads how their data will be used (you could say: "Missed call? We'll text you from our bot to reschedule")
- Data accuracy: Keeping your account data up to date
- Compliance: Using Racso in a compliant way (not for spam, harassment, etc.)
13. Data Processor Agreement (DPA)
As a customer on Growth or Enterprise tier, you have the right to a Data Processor Agreement. This is a legal contract that clarifies:
- You are the data controller; we are the processor
- We process data only as you instruct
- We will assist with data subject rights requests
- We use only approved sub-processors (Twilio, Google, Cloudflare, Stripe)
Email hello@racsosolutions.co.uk to request a signed DPA. Starter tier customers can add a DPA for a small fee.
14. Complaints and contact
Data subjects (leads): If a lead has a complaint, they should contact you first. If unresolved, they can contact us at hello@racsosolutions.co.uk or lodge a complaint with the ICO.
Customers: If you have privacy concerns, email us at hello@racsosolutions.co.uk and we'll respond within 7 days.
ICO contact: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF • ico.org.uk
Terms of Service
1. Acceptance of terms
By creating a Racso account, you agree to these terms. If you don't agree, don't use Racso.
2. Eligibility
You must be:
- At least 18 years old
- Operating a legitimate business (estate agent, car dealership, or similar)
- Authorized to enter into agreements on behalf of your business
3. Account and passwords
- You're responsible for keeping your password secure
- You're responsible for all activity on your account
- If you suspect unauthorized access, contact us immediately
4. Prohibited uses
You agree not to use Racso to:
- Send spam, harassing, or abusive messages
- Impersonate others or misrepresent your identity
- Violate laws or regulations (anti-money laundering, sanctions, etc.)
- Reverse-engineer or hack Racso
- Compete with Racso in a way that violates these terms (no scraping, mass exports for resale, etc.)
5. Payment and billing
- Billing cycle: Monthly, charged on the anniversary of sign-up
- Payment method: Credit card (Visa, Mastercard, Amex). We use Stripe to process payments securely
- Failed payments: If payment fails, we'll retry for 7 days. If it continues to fail, we'll suspend your account
- Refunds: No refunds for time already paid. Cancel anytime to stop future charges
- Tax: Prices shown exclude VAT. We'll charge VAT if applicable to your location
6. Cancellation
Starter & Growth tiers: Cancel anytime. Your service stops at the end of the billing period.
Enterprise tier: 12-month commitment required. Cancellation before 12 months may incur early termination fees (pro-rata basis).
To cancel, email hello@racsosolutions.co.uk and we'll process it within 48 hours.
7. Service level expectations
We aim for 99.9% uptime. We're not liable for:
- Outages caused by third parties (Twilio, Google, Cloudflare, your internet provider)
- Scheduled maintenance (we'll give 24 hours notice)
- Your misuse of Racso
If there's an extended outage, contact us and we'll discuss compensation (credit, refund, etc.) case-by-case.
8. Warranty disclaimer
Racso is provided "as is" without warranties. We don't guarantee:
- That Racso will be error-free
- That leads will reply to SMS
- That bookings will be kept (no-shows can happen)
- That integrations (Google, Twilio) will work perfectly (they're third parties)
9. Limitation of liability
To the maximum extent permitted by law, we're not liable for:
- Lost revenue, lost profits, lost data
- Indirect, incidental, or consequential damages
- Damages exceeding the amount you paid us in the past 12 months
10. Indemnification
You agree to indemnify Racso against claims arising from:
- Your use of Racso in violation of these terms
- Your violation of third-party rights (e.g., leads' rights, privacy laws)
- Your breach of applicable laws
11. Changes to Racso
We reserve the right to:
- Update features and pricing (30 days notice for material changes)
- Discontinue features (we'll work with affected customers)
- Change these terms (30 days notice; if you don't agree, you can cancel)
12. Termination by us
We can suspend or terminate your account if you:
- Violate these terms or the law
- Abuse Racso (spam, hacking, harassment)
- Don't pay your invoice (after 30 days notice)
- Use Racso for illegal purposes
13. Intellectual property
- Racso's IP: All code, design, branding, and documentation belong to Racso
- Your data: You retain ownership of your leads' data and can export it anytime
- Feedback: If you give us feedback or suggestions, we can use them without attribution or compensation
14. Sub-processors
Racso uses these sub-processors to provide the service:
- Twilio: SMS sending, call forwarding
- Google Cloud: Calendar integration, data processing
- Cloudflare: Hosting, CDN, DDoS protection
- Stripe: Payment processing
Enterprise customers have the right to review and object to sub-processors (within reasonable limits).
15. Dispute resolution
Informal resolution: Email us first at hello@racsosolutions.co.uk. We'll try to resolve disputes amicably within 30 days.
Legal action: If unresolved, disputes are governed by English law and subject to the courts of England and Wales.
16. Contact us
Email: hello@racsosolutions.co.uk
Address: Racso Solutions, Leicester, UK (available upon request)