Privacy and cookies
Who we are
Shelter Suite Ltd, a company registered in England and Wales (14975914), registered office c/o Linggard and Thomas Ltd, Kew An Lergh, Stret Myghtern Arthur, Nansledan, Newquay, Cornwall, TR8 4UX. We're responsible for the personal information described on this page. Registered with the Information Commissioner's Office (ICO), registration number ZB628453.
For anything about your information, email info@sheltersuite.co.uk or call 07861 925245.
1. This website
This website has no forms and doesn't ask for personal information. Like every website, the service that hosts it (Cloudflare) handles your device's internet address to deliver the pages and protect the site from attacks.
Cookies and statistics
This website doesn't use advertising or tracking cookies, and doesn't follow you around other websites.
We don't collect any visitor statistics.
The customer video on our home page plays from Vimeo only when you press play, with Vimeo's "do not track" setting on; Vimeo may set cookies once it plays. See Vimeo's privacy policy.
If you email or call us
We keep what you tell us and use it only to reply and, if your organisation goes ahead, to set up Shelter Suite for you. Our lawful basis is our legitimate interest in answering enquiries, and taking steps you've asked for before entering into a contract.
2. Free trials
Free trials are requested and run in the Shelter Suite app, at app.sheltersuite.co.uk, under the trial terms.
When you ask for a free trial, the details you give (your name, work contact details, role, and your charity's name and number) are shared with our sales team's records. So is the trial's progress (requested, approved, started, ending, upgraded). This is so we can help you during the trial. Nothing from inside your trial account (such as animals, applicants or adopters) is shared.
3. How we contact organisations
Who we contact and why
We contact animal rescue, rehoming and sanctuary organisations to tell them about Shelter Suite. We use contact details that organisations publish themselves (for example on their website, social media pages or the charity registers) or give to us. Our lawful basis is our legitimate interests in promoting Shelter Suite to organisations that are likely to find it useful.
Telephone Preference Service
Before we make a sales call, we check the number against the Telephone Preference Service (TPS) and the Corporate Telephone Preference Service (CTPS). We don't call registered numbers unless you've told us you're happy to hear from us. We repeat this check at least every 28 days. We use Data Soap (Liquid11 Data Limited, UK) to run these checks, which involves sending them the phone number only.
Call recording
Calls between our team and you are recorded once answered, and we'll tell you at the start of the call. If you call us back and we can't answer, you can leave a voicemail, which is also recorded. We record calls:
- to keep an accurate record of what was discussed and agreed;
- for training and quality, so we can improve how we talk to organisations;
- to deal with any questions or complaints about a call.
Our lawful basis is our legitimate interests in those purposes. If you'd rather not be recorded, just say so. We'll stop the recording, delete what was recorded, and carry on the call without it; no transcript or summary is made.
Transcripts and summaries
For calls of a minute or more, we create a written transcript and a short AI-generated summary of the call (for example, the software you use now and what we agreed to do next). A member of our team checks the summary and can correct it. These are kept with our record of your organisation. We don't use them to make any automated decisions about you.
Researching organisations
Before contacting an organisation, we may use an AI tool (Anthropic's Claude, with web search) to gather information the organisation and its people have published themselves, such as its website, social media pages, the charity registers and news coverage. This can include the names and roles of trustees and staff, and any work contact details they publish. We don't use personal social media profiles or LinkedIn, and we don't guess email addresses. Our lawful basis is our legitimate interests in contacting the right person at organisations likely to find Shelter Suite useful.
Online demos
We may record our online demonstrations of Shelter Suite using Fathom, a meeting note-taking service, which joins the call and produces a recording and transcript. We tell you at the start, and stop if you'd rather not be recorded. Fathom processes this outside the UK under its data processing terms, which include safeguards for international transfers. We copy the transcript into our sales records, where an AI tool (Anthropic's Claude, also outside the UK under its data processing terms) writes a short summary of your needs and next steps.
Booking a demo
When you book a demo with our team, we collect your name, work email, phone number, role, charity name or number, and any notes you add, so we can arrange the meeting and prepare for it. We create a calendar invitation with a Google Meet link (Google). We send confirmations and reminders by email (Resend) and, if you give us a mobile number, by text message (The SMS Works, UK). Our lawful basis is taking steps at your request before entering into a contract, and our legitimate interests in running our sales process.
Business emails
We may email organisations we think will find Shelter Suite useful. We use addresses they publish themselves (for example the general email on their website or a charity register), or a named person's work address published on the organisation's own website. We only email companies and charitable incorporated organisations in this way. Each email says who we are and includes a simple way to unsubscribe. If you unsubscribe or ask us not to email you, we add your address to a "do not email" list and won't email you again. Our lawful basis is our legitimate interests in promoting Shelter Suite to organisations likely to find it useful.
Opens and clicks
Our emails contain a small image and tracked links that tell us whether an email was opened and which links were clicked. This lets us follow up with organisations that are interested and avoid contacting those that aren't.
4. Data that rescues keep in Shelter Suite
Rescues and shelters that use Shelter Suite keep information about their adopters, fosterers, volunteers, surrendering owners and animals in it. For that information, the rescue is the controller: it decides what's collected and why. Shelter Suite is the processor: we store and process it only on the rescue's instructions, under our data processing agreement.
If you've applied to adopt, foster or volunteer with a rescue, or surrendered an animal to one, please contact that rescue about your information. We'll help them answer your request.
5. Who processes your data
We use these service providers, each under a data processing agreement:
| Provider | What for | Where |
|---|---|---|
| Cloudflare | Hosting this website | UK, EU and US, under UK data transfer safeguards |
| Twilio | Phone calls, recordings and transcription | Call recordings stored in the United States |
| Anthropic | AI summaries of calls and demos, researching organisations' published information, and help writing emails | United States |
| Fathom | Recording and transcribing online demos | Outside the UK |
| Calendar invitations and video meetings, and the mailboxes our business emails are sent from | May process data outside the UK | |
| Resend | Booking confirmations and reminder emails | May process data outside the UK |
| The SMS Works | Text message reminders | UK |
| Data Soap | TPS and CTPS checks | UK |
| Supabase | Our sales database | London |
| Vercel | Hosting our sales system | May process data outside the UK |
Where your data is transferred outside the UK, it's protected by the safeguards in these providers' data processing terms, such as the UK International Data Transfer Addendum or the UK Extension to the EU-US Data Privacy Framework.
We don't sell your information, and we don't use it to make automated decisions about you.
6. How long we keep it
- Emails and calls you make to us: as long as we need them to deal with your enquiry, then 12 months.
- Call recordings and voicemails: deleted automatically after 90 days.
- Transcripts, summaries and notes: kept with our record of your organisation for as long as we're in contact with you or you're a customer, and reviewed regularly; we delete them when they're no longer needed.
- Data that rescues keep in Shelter Suite: as set out in our data processing agreement.
7. Your rights and complaints
You can ask for a copy of your data, ask us to correct or delete it, and object to us using it, including for direct marketing (in which case we'll stop contacting you). Contact us using the details at the top of this page. We'll reply within one month.
If you're unhappy with how we've used your information, please tell us first and we'll try to put it right. You can also complain to the Information Commissioner's Office (ICO), the UK data protection regulator: ico.org.uk/make-a-complaint or 0303 123 1113.
Changes to this notice
If we change how we use your information, we'll update this page and the date at the top.