Privacy Policy
Effective date: 7 October 2026
We handle personal data in two roles: as a controller for accounts, billing and security, and as a processor for the organisations that run live sessions. This policy explains both, and the rights you have under UK data protection law.
1. Who we are
1.1 multivoce is a trading name of Pinnacle Crest Ltd, a company registered in England and Wales under number 15996434, whose registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ ("we", "us").
1.2 For any privacy question or request, write to [email protected].
2. Our two roles
2.1 We are the controller for the personal data we decide about: accounts and team members, billing, licences and devices, security and abuse prevention, support, our website, and meeting our legal obligations.
2.2 We are a processor for the content of live sessions and for statistics about the people who watch them. The organisation that runs a session (the "organiser") is the controller of that data and decides why and how it is used. The organiser's own privacy notice applies to it. Send requests about a session's content to the organiser. If you send them to us, we pass them on.
3. What we collect, why, and for how long
Account holders and team members (dashboard users)
| Data | Purpose | Legal basis | Kept for |
|---|---|---|---|
| Name, email address, username, organisation name, role, time of last account update | Create and run accounts, control access by role, show the team list, send service emails | Contract (Art. 6(1)(b)) where you are the customer; otherwise our legitimate interest in providing the account your organisation asked for (Art. 6(1)(f)) | Life of the account, then deleted within 30 days |
| Sign-in data handled by our authentication provider, such as session tokens and security events | Sign you in securely and prevent account takeover | Contract; legitimate interest in security | As set by our authentication provider, ending when the account is deleted |
| Payment provider customer and subscription identifiers, plan, invoices (amount, currency, date, status, link) | Take payment, manage subscriptions, keep accounts | Contract; legal obligation under tax and accounting law (Art. 6(1)(c)) | As long as tax and accounting law requires, usually 6 to 10 years |
| Card details and billing address | Taken and held only by our payment provider on its own pages; we never see full card details | Contract | As set by the payment provider |
| Usage: cloud minutes, premium voice minutes, Sessions, quota thresholds reached | Billing, plan limits, quota warnings and weekly usage summaries | Contract | Life of the account; billing records as above |
| Emails and messages you send us | Answer questions and provide support | Contract; legitimate interest in running our business | Up to 3 years after the matter is closed |
Operators of the Desktop App
| Data | Purpose | Legal basis | Kept for |
|---|---|---|---|
| Licence key; an optional "assigned to" label your admin enters | Activate the app and manage seats | Contract; legitimate interest | Until the licence is revoked or the account is deleted |
| A device identifier, the app version, and activation and last-used times | Enforce one device per licence and the seat limits of the plan, and detect misuse | Legitimate interest in enforcing the contract and preventing misuse | Until the device is deactivated or the account is deleted |
| IP address and request details when the app checks for updates at each launch | Deliver updates securely | Legitimate interest | Our network provider's log retention, up to 30 days |
On first launch the app downloads the components it needs from a third-party host, which receives your IP address under its own privacy policy.
Viewers (audience members)
| Data | Purpose | Legal basis | Kept for |
|---|---|---|---|
| A device cookie and your IP address, checked when you enter a join code or PIN | Limit guessing of join codes and PINs, and protect sessions and the Service from abuse | Our legitimate interest in security (Art. 6(1)(f)); we act as controller | Cookie: 12 months on your device. Server-side counters: up to 10 minutes |
| IP address, time and requested address in our server logs | Security and troubleshooting | Legitimate interest | Up to 30 days |
| Language chosen, voice setting, device type, approximate country, and join and leave times | Deliver captions in your language and give the organiser audience statistics | The organiser's legal basis; we act as its processor | As long as the organiser keeps the session |
| PIN you type to join a protected session | Check that you may join | The organiser's legal basis | Not stored |
Viewers do not need an account. We do not collect Viewers' names, email addresses, contacts or precise location.
Speakers and anyone heard in a session
| Data | Purpose | Legal basis | Kept for |
|---|---|---|---|
| Live audio from the organiser's microphone or mixer, streamed while a session is live and not paused | Transcribe speech in real time | The organiser's legal basis; we act as its processor | Not stored; processed in real time and discarded |
| Transcripts, translations, session name and timestamps | Show captions and translations to Viewers, keep the organiser's session record, create exports | The organiser's legal basis | Until the organiser deletes them or closes the account, then deleted within 30 days |
| A short buffer of recent lines in our delivery network | Let Viewers who join late catch up | The organiser's legal basis | Deleted within 24 hours after the session ends |
| Synthesised voice audio (premium voice) | Play translations aloud to Viewers | The organiser's legal basis | Deleted within 30 days of creation |
| Export files (SRT, TXT, DOCX) | Let the organiser download a transcript | The organiser's legal basis | Deleted 7 days after creation; download links expire after 1 hour |
Website visitors
Our website sets no cookies of its own and uses no analytics or advertising tools. Our hosting and network providers process your IP address and request details to deliver the site and protect it from attacks, based on our legitimate interest. They keep these logs for up to 30 days.
4. Sensitive information
4.1 What people say in a session can reveal special category data, such as religious beliefs, health information or political opinions. Where it does, we process it only as the organiser's processor, on its instructions.
4.2 We never analyse session content to learn about individuals, never use it to profile anyone, and never use it for our own purposes.
4.3 The organiser is responsible for meeting a condition under Article 9 of the UK GDPR for any special category data in its sessions.
5. Where we get data from
5.1 Most data comes from you: when you create an account, use the Desktop App or join a session.
5.2 We also receive data from: the organiser (session content, team roles and licence labels); our authentication provider (your name, email address and organisation membership when you sign in); our payment provider (payment and subscription status); and our network provider (a Viewer's approximate country).
6. Who we share data with
6.1 Service providers that process data for us under contracts requiring them to protect it and use it only on our instructions: hosting and databases, the live delivery network and file storage, speech recognition and voice synthesis, authentication, payments and email. A list of them, with their locations, is available on request from [email protected].
6.2 Organisers, who receive the session data and audience statistics described in section 3.
6.3 Viewers, who receive whatever an organiser broadcasts in a session, together with the organiser's name and logo.
6.4 Professional advisers, auditors and insurers, under a duty of confidentiality.
6.5 Authorities, courts and law enforcement, where the law requires it, or where needed to protect the rights, safety or property of us, our users or others.
6.6 A buyer or successor if our business or assets are sold, merged or reorganised. This policy will continue to protect your data.
6.7 We do not sell personal data, and we do not share it for advertising.
7. International transfers
7.1 Our application servers and databases are hosted in the European Economic Area (Amsterdam, Netherlands), which UK law recognises as giving personal data adequate protection.
7.2 Some providers process data outside the EEA and the UK, mainly in the United States. These are our speech recognition and voice synthesis, authentication, payment and email providers, and our network provider, whose servers sit close to each user worldwide.
7.3 We transfer data only with a safeguard in place: UK adequacy regulations, including the UK Extension to the EU-US Data Privacy Framework for certified US providers, or the Information Commissioner's International Data Transfer Agreement or its Addendum to the European Commission's Standard Contractual Clauses, together with supplementary measures where needed.
7.4 Write to [email protected] for a copy of the safeguards that apply.
8. How long we keep data
8.1 Section 3 gives the period for each kind of data. When a period ends, we delete or anonymise the data.
8.2 Deleted data can remain in backups until they are overwritten, within 30 days. We do not use it in the meantime.
8.3 We keep data longer only where the law requires it, or where needed to establish, exercise or defend legal claims, and only for as long as necessary.
9. Your rights
9.1 Subject to the conditions and exemptions in the law, you have the right to:
- access your personal data and receive a copy;
- have inaccurate data corrected;
- have your data erased;
- restrict how we use your data;
- receive data you gave us in a portable format, where we process it under a contract or your consent by automated means;
- object to processing based on our legitimate interests, after which we stop unless we have compelling legitimate grounds or need the data for legal claims;
- withdraw any consent you gave, at any time, without affecting earlier processing; and
- not be subject to a decision based solely on automated processing that has legal or similarly significant effects on you.
9.2 To exercise a right, write to [email protected]. We may ask for information to confirm your identity. We reply within one month. For complex or numerous requests we may extend this by up to two further months, and we will tell you if we do. Requests are free unless they are clearly unfounded or excessive.
9.3 For session content and audience statistics we are the organiser's processor. Please contact the organiser. If you contact us, we pass your request to the organiser and help it to respond.
9.4 Viewers are anonymous to us, so we usually cannot identify which data relates to a particular Viewer. If that is the case, we will tell you.
10. Complaints
10.1 Please contact us first at [email protected], so that we can try to resolve your concern.
10.2 You also have the right to complain to the Information Commissioner's Office (ico.org.uk), the UK's data protection supervisory authority.
11. Children
11.1 Accounts are only for people aged 18 or over. The Service is not directed at children.
11.2 Children may attend events where an organiser uses multivoce and may follow a session as Viewers. We collect only the limited Viewer data described in section 3, and nothing that identifies a child by name. Organisers are responsible for any notice or consent their events require for children.
11.3 If you believe a child has given us personal data in any other way, contact us and we will delete it.
12. Artificial intelligence and automated decisions
12.1 multivoce uses artificial intelligence to transcribe, translate and voice speech. We tell Viewers that captions, translations and voices are generated by AI.
12.2 We do not make any decision based solely on automated processing that has legal or similarly significant effects on you.
12.3 We do not use your personal data or session content to train AI models, and we require our providers not to do so.
13. How we protect data
13.1 Our measures include encryption in transit, access controls, separation between customer accounts, protection against abuse, and limits on who can reach our production systems. Card details are handled only by our payment provider, and live audio is not stored.
13.2 No system is completely secure. If a personal data breach is likely to put you at risk, we notify the competent supervisory authority within 72 hours of becoming aware of it, and tell affected people without undue delay where the law requires. Where we act as a processor, we notify the organiser without undue delay.
14. Data stored on your own devices
14.1 The Desktop App keeps on your Mac: your licence, your settings, a local library of your sessions' transcripts and translations, the components it downloads, diagnostic logs for up to 7 days, and any exports or images you save. This data stays on your Mac and under your control. You can delete sessions from the library, or remove the app and its data folder.
14.2 The web viewer stores your language, text size and contrast choices in your browser. They are never sent to us, and you can clear them in your browser settings.
14.3 Standard voice uses your browser's built-in speech engine. Some browsers send the text to their provider's servers to produce speech. That processing is covered by your browser provider's privacy policy.
14.4 Our Cookie and Device Storage Policy lists every item we store on devices.
15. Marketing
We do not send marketing messages. Billing messages, quota warnings and weekly usage summaries are part of the Service. If we start sending marketing, we will ask for your consent where the law requires it, and every message will include a way to unsubscribe.
16. Changes to this policy
We update this policy when our processing changes. We tell you about material changes by email or in the Service before they take effect. The effective date at the top shows when it last changed.