Privacy Policy

Who we are

Neos Wave Limited
6th Floor, Charlotte Building, 17 Gresse Street, London, W1T 1QL
Company No. 12002488
Contact: hello@neoswave.com

At Neos Wave, we respect your privacy and are committed to protecting the confidentiality of your personal information. This policy explains what data we collect, why, and what rights you have.

Why we process your personal data

We process your personal data for our legitimate interests as a business, but only where necessary for the purpose we collected it for. We may process your data for:

  • Sales and marketing communications — calls, emails, and other outreach
  • Understanding how you interact with our website and social media
  • Account activity — email, written and verbal communications, and agreements
  • Financial activity, such as billing and invoicing
  • To perform obligations under a contract with you or the business you work for
  • Delivering AI-powered service operations on behalf of our clients (see below)

We only store your data for as long as we need it to undertake the processes listed above.

AI-powered service operations

Neos Wave builds and operates AI-powered service operations for our clients. This includes AI voice agents, AI text-based agents, and AI assistants that may interact with customers, suppliers, or third parties on behalf of our clients. When we do this:

  • Data controller: Our client remains the data controller for their customer data. Neos Wave acts as a data processor under a data processing agreement with each client.
  • Transparency: All AI agent interactions are governed by our Service Handshake (SIS), which requires declared goals, authority levels, data permissions, and fallback rules before any interaction begins.
  • Interaction data: We may process interaction transcripts, voice recordings, and metadata as part of service delivery. This data is processed solely for the purpose of delivering and improving the service, and is subject to the data processing agreement with the relevant client.
  • Consumer AI assistants: Where we build AI assistants that act on behalf of individual consumers (e.g. managing service interactions with providers), the consumer is the data controller. The assistant operates within boundaries explicitly set by the consumer through a Service Handshake declaration, and we process data only as necessary to operate the assistant.
  • Retention: Interaction data from AI-powered operations is retained only for the duration specified in the relevant client or consumer agreement, after which it is securely deleted.

Automated processing

To ensure our prospects and clients receive the most relevant communications from Neos Wave, we use some automated processes. These may include lead scoring and behaviour-based marketing, which help us determine when and how to contact you. No automated processing results in decisions that produce legal effects or similarly significant effects on you without human review.

The data we use

We use several categories of data about you as part of our normal business processes:

  • Contact details (name, email, phone number, company)
  • Emails and records of conversations
  • Website and social media activity
  • Employment information (job title, responsibilities, position within your organisation)
  • Your status relating to our organisation — communication preferences, records of marketing activity sent to you
  • Information about where we obtained your data
  • Interaction data from AI-powered service operations (where applicable)

How we receive your personal data

  • Website: neoswave.com offers the opportunity for visitors to submit their details via email or contact forms
  • Cookies: We use cookies that identify you when you visit our site and tell us what pages you are viewing. We may also use this information to trigger sales and marketing activity
  • Social media: If you choose to communicate with us via social media platforms
  • Verbal and written communications: When you send us an email, call, write, or meet us face to face
  • AI interactions: When you interact with an AI agent or assistant operated by Neos Wave, either directly or on behalf of one of our clients
  • Third parties: We sometimes receive personal data from third parties

Who will see your data

Your personal data will only be seen and used by employees of Neos Wave Limited. We operate a role-based access policy — employees only have access to personal data if they need it to do their job. Neos Wave does not sell, rent, or trade the personal data of prospects or clients to any third parties.

Where we operate AI-powered services on behalf of clients, relevant interaction data may be accessible to the client's authorised personnel in accordance with our data processing agreement.

Your rights

Under data protection law, you have the following rights:

  • Access: You can confirm that your personal data is being processed and check whether the processing is lawful
  • Rectification: You can instruct us to correct any mistakes in your personal data
  • Erasure: You can instruct us to delete your personal data
  • Restriction: You can ask us to stop processing your personal data
  • Portability: Under certain circumstances, you can ask for your personal data to be transferred to another organisation
  • Object to direct marketing: You have the right to object to the processing of your personal data for direct marketing purposes
  • Object to profiling: Under certain circumstances, you can object to profiling or automated decision-making

To exercise any of your rights, or if you have any questions about how Neos Wave processes your data, please contact us at hello@neoswave.com.

Complaints

If you are not satisfied with how Neos Wave is processing your data, you can lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Electronic marketing

When you give us permission, we will use electronic marketing (emails, SMS, social media) to communicate items that we feel may be of interest to you. If you do not wish to receive these communications, you will be given the opportunity to unsubscribe via the link at the bottom of each email.

Confidentiality and security

Information about you will be kept safe and secure and will not be supplied to anyone else unless we are obliged or permitted by law to disclose it. Neos Wave does not sell, rent, or trade any personal information supplied by you to any third party.