Privacy Policy

1. Who we are

Agent is operated by MOT Logs Ltd, a company registered in England and Wales (company number 16394000) with its registered office at 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom. We are registered with the Information Commissioner's Office under registration number ZC133502.

For privacy questions or to exercise your rights, contact us at info@motlogs.com.

When you call a UK MOT garage that uses Agent, the garage is the controller of your personal data and MOT Logs Ltd acts as the garage's processor for the call. MOT Logs Ltd is the controller for the limited purposes of operating, securing, and improving the Agent service itself.

2. The information we collect

When you call a number powered by Agent we collect and process:

• Your telephone number (Caller Line Identification or CLI), including where it is withheld.
• The name you give us during the call.
• Your vehicle registration mark (VRM) and details about your vehicle.
• Booking history with the garage you have called, including past and upcoming MOTs and services.
• The full audio recording of the call.
• An AI-generated written transcript of what was said.
• Call metadata: time, duration, outcome, and which garage was called.

Data we receive when a garage connects a calendar to Agent

When the garage owner connects their Google Calendar, Microsoft 365 / Exchange, Apple iCloud, or other CalDAV calendar to Agent via the Settings page, we receive:

• The OAuth refresh token (for Google and Microsoft) or the app-specific password (for iCloud and CalDAV), stored encrypted at rest.
• The email address of the connected account.
• For each event in the forward sync window: event ID, start and end times, summary (title), location, free/busy status, all-day flag, ETag, and the list of calendars the event belongs to.
• Attendee email addresses where present on events the garage owner has access to.

We do not access any other Google or Microsoft account data. We do not access email, contacts, files, or any data outside the calendars the garage owner has explicitly connected.

3. How we use it, and our legal basis

• To take your booking and answer your questions — necessary to perform our contract with you (UK GDPR Article 6(1)(b)).
• To keep records of the call for quality, dispute resolution, and fraud prevention — our legitimate interests and the garage's legitimate interests in running a reliable service (Article 6(1)(f)).
• To improve the Agent service, including monitoring and tuning the underlying AI models — our legitimate interests in providing an accurate, safe, and reliable service (Article 6(1)(f)).
• To send you a booking confirmation, reminder, or callback by SMS — only where you have given consent during the call, or where the soft opt-in under regulation 22(3) of the Privacy and Electronic Communications Regulations 2003 applies (existing customer relationship, similar service, easy opt-out in every message). See section 9.
• To comply with our legal obligations — for example responding to lawful requests from regulators (Article 6(1)(c)).
• To sync the garage owner's calendar with the booking system — the AI receptionist must know when the garage is unavailable so it does not double-book, and must create an event on the owner's calendar when a customer books an MOT. This is necessary to perform the service the garage has signed up for (UK GDPR Article 6(1)(b)).

4. Speaking with an AI

Calls answered by Agent are handled by artificial intelligence, not a human receptionist. The AI identifies itself as an AI at the start of every call so you know who you are speaking to. Your speech is converted to text and processed by a Large Language Model (LLM) which generates the AI's spoken response. The audio of the call, the transcript, and any structured data extracted from the call (such as your name and VRM) are stored as set out in this policy.

You can ask to be transferred to a human, end the call, or use one of the alternative contact methods set out in section 11 at any time.

5. Recording and use for training

Calls are recorded and transcribed for the purposes set out in section 3. This includes using anonymised or pseudonymised excerpts to monitor the quality of the AI and to improve its accuracy. Calendar data is excluded from this — calendar events, attendees, locations, and any other data obtained from a connected Google Calendar, Microsoft 365, iCloud, or CalDAV account is never used to train, fine-tune, or otherwise develop AI or machine-learning models, and is never shared with our AI subprocessors for that purpose.

We do not use your voice to clone or synthesise speech, and we do not sell your voice or transcript to third parties.

If you do not want your call to be recorded, please end the call and use one of the alternative contact methods in section 11.

6. Who we share information with

We share the personal data described in section 2 with:

• The garage you have called, so it can fulfil your booking and contact you about it.
• The garage's Garage Management System (GMS), where the garage has integrated one with Agent. The GMS provider processes your booking on the garage's instructions.
• The DVSA's MOT history service, so we can look up your vehicle's MOT status and test logs for the booking.
• Our UK telephony carrier, which delivers the call.
• Our UK and EU based hosting and infrastructure providers, which run the Agent service under written agreements that meet UK GDPR Article 28.
• Our self-hosted Nango calendar-sync server, which runs on our own infrastructure on the same Hetzner EU host as the rest of Agent. Nango holds the OAuth refresh tokens for the garage owner's Google and Microsoft calendars and proxies the calls Agent makes to those providers. It is part of our infrastructure, not a third-party service. iCloud and CalDAV credentials do not pass through Nango — they are encrypted and stored directly in Agent's database.

We will also disclose information where we are required to do so by law, by a regulator, or to protect the rights, property, or safety of any person.

7. Where we process your data

Agent processes personal data in the United Kingdom and the European Economic Area. We do not transfer your personal data outside the UK or EEA. If that ever changes we will update this policy and put in place an appropriate transfer mechanism (such as the UK Extension to the EU–US Data Privacy Framework, or the International Data Transfer Agreement) before any transfer takes place.

8. How long we keep it

• Call audio recordings: 90 days from the date of the call.
• AI transcripts and call metadata: 12 months from the date of the call.
• Booking records (your name, telephone number, VRM, and booking history): for as long as the garage requires them to run its business and comply with its own legal obligations, typically 6 years.
• Records relating to a complaint, dispute, or legal claim: until the matter is resolved and any limitation period has expired.
• Calendar data: held only while the garage owner's connection is active. When they disconnect a calendar from the Settings page, we delete the OAuth refresh token (or app-specific password) within 24 hours and all derived busy/free records within 30 days.

9. Marketing and reminders by SMS

We will only send you a confirmation, reminder, or callback message by SMS where:

• You have asked us to during the call, or
• You are an existing customer of the garage and the message relates to a similar service, in line with the soft opt-in under PECR.

Every message tells you who it is from and how to opt out (typically by replying STOP). You can opt out at any time and we will stop sending messages without affecting your right to receive transactional information about an existing booking.

10. Your rights

Under UK GDPR you have the right to:

• Be told what personal data we hold about you and ask for a copy (right of access).
• Have inaccurate data corrected (rectification).
• Ask us to delete your personal data, including the audio recording of a specific call (erasure).
• Restrict or object to our processing.
• Receive your data in a portable format.
• Withdraw consent at any time, where we are relying on consent.

To exercise any of these rights, email info@motlogs.com. We will respond within one month.

If you are unhappy with how we have handled your data you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would appreciate the chance to put things right first.

Garage owners can disconnect a connected calendar at any time from their Settings page in the Agent admin portal. Disconnecting revokes our access to the calendar, deletes the stored credential, and removes all derived data within the period set out in section 8.

11. Accessibility and alternative contact methods

In line with our obligations under the Equality Act 2010, the garage you are calling provides alternative ways to get in touch if you cannot or do not wish to use the AI receptionist:

• Email the garage directly, or email us at info@motlogs.com.
• Ask the AI to transfer you to a human, or call back during the garage's staffed hours.
• Visit the garage in person.

12. Security

We use appropriate technical and organisational measures to protect personal data, including encryption in transit and at rest, access controls, audit logging, and regular review of our subprocessors. No system is perfectly secure; if we suffer a personal data breach that is likely to result in a risk to your rights and freedoms we will notify the ICO within 72 hours and, where required, notify you directly.

13. Cookies

The Agent website uses only strictly necessary cookies and equivalent local storage to remember your theme preference and to keep you signed in to the garage admin area. We do not use advertising or analytics cookies that require your consent.

14. Changes to this policy

We may update this policy from time to time. The "Effective date" at the top tells you when it last changed. If we make a material change we will give you reasonable notice before it takes effect.

15. Google API Services compliance

Agent's use and transfer of information received from Google APIs to any other app adheres to the Google API Services User Data Policy, including the Limited Use requirements. Specifically:

• We use Google user data (calendar events) only to provide the calendar-sync features the garage owner has explicitly enabled.
• We do not transfer Google user data to others except as necessary to provide or improve those user-facing features, or as required by law.
• We do not use Google user data for serving advertisements.
• We do not allow humans to read Google user data, except with the user's affirmative agreement for specific support cases, to comply with applicable law, or where the data has been aggregated and anonymised.
• We do not use Google user data to train, fine-tune, or otherwise develop generalised AI or machine-learning models.

16. Contact

MOT Logs Ltd
27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
Email: info@motlogs.com