Privacy Policy

1. Who we are

MyOTgo is run by MYOTGO TECH LTD, a company registered in England and Wales (company number 16704380), registered office 39A Brookfield Road, Northampton NN2 7LP. For anything about your personal data, email support@myotgo.com with "Privacy" in the subject. Our registration with the Information Commissioner's Office (ICO) is being completed; its number will be shown here.

2. Our role: controller or processor

If you called or ordered from a business that uses MyOTgo and want to ask about your data, please contact that business first. If you contact us, we'll pass your request on to them.

3. Businesses and their teams

What we collect

• Account details: name, email, password (stored only as a secure hash), two-step sign-in settings, passkeys, the business's name, and your role in it.
• Sign-in and device details: IP address, device and browser type, trusted devices, and push notification tokens so we can ring your phone for calls.
• Billing: your plan, invoices and payment status. Card and bank details are held by Stripe, not us.
• Payments set-up: the information Stripe asks for to open your payments account (Stripe collects it directly).
• Phone numbers and domains: the address and identity details carriers and registrars require.
• Support and records: messages you send us, and a log of important actions in your account (such as changes to settings) for security.
• Usage: how much of the service you use (call minutes, AI use) for billing, limits and keeping it running.
• Sign in with Google or Microsoft (if you choose): your name, email and account ID from them.
• Delivery drivers' location: only while a driver is on duty. We keep just their latest position (no history, no speed), to give deliveries to the nearest driver; their business's managers see it while they are on duty (a position a few minutes old at most), and each customer only when it is their turn. It is deleted when their deliveries are done, they go off duty or their shift ends. Off duty, nothing is sent.
• Messages and calls between a business and its drivers: the messages a business's managers and its drivers write to each other in the apps (who wrote them, when, and whether they were read), kept 90 days and deleted when the driver leaves the business or their account is deleted; for calls in the apps, who called whom, when and how it ended (never what was said: calls aren't recorded), kept 30 days.

Why, and our lawful basis

• To provide MyOTgo and bill for it: contract.
• To keep accounts secure and prevent fraud and misuse: legitimate interests.
• To send service emails (sign-in links, receipts, payment reminders, important changes): contract.
• To keep accounting and tax records: legal obligation.
• To improve MyOTgo and its AI (section 6): legitimate interests, which you can switch off.

4. Callers and customers of businesses

When a business uses MyOTgo, we process the following for that business, on its instructions:

• Calls: the caller's phone number, the call's time and length, and the call audio as it happens. The audio is sent to AI speech services to turn speech into text and the AI's replies into speech, and the text goes to an AI model that decides what to say.
• Transcripts and summaries of calls, messages taken, and chats with the business's AI on its website or at its tables.
• Recordings: only if the business turns call recording on. Callers are told at the start of the call.
• Order claims and delivery evidence. Claim explanations, photos, business evidence, decisions and appeals are linked to the order, payment, restaurant and assigned driver. For MyOTgo customer orders, handover records include arrival GPS and accuracy, server times, contact attempts, encrypted delivery PINs and any authorised contactless photo. External receipt imports and drivers’ own deliveries require no PIN or proof and are outside MyOTgo order disputes. An optional doorstep photo for an imported business delivery is stored in its private runtime for seven days, then removed on the next handover request; own-delivery doorstep photos remain only on the phone and are removed with the delivery. Relevant businesses and authorised support staff can review claim evidence. Optional triage uses the configured model provider for claim explanations and reasons; it cannot make a final adverse decision. Do not include unrelated personal information in evidence.
• Orders, bookings and payments made with the business: names, contact details, delivery addresses, what was ordered, and payment status (card details are handled by Stripe).
• Accounts on the business's website, if the business offers them.

The business decides why and how long this data is kept, and is responsible for telling its callers and customers about it. The business can see, export and delete it in the app.

5. MyOTgo for customers

What we collect

• Account: name, email, phone number and password (hashed), or the details from Google or Microsoft if you sign in with them. If you order as a guest and give your email, we make you an account with it (no password needed) so you get your receipts and order history; without an email, only the order is kept.
• Addresses and location: saved delivery addresses and postcodes, and your device's location if you let the app use it, to show places near you and work out delivery.
• Orders and bookings: what you ordered, from where, when, totals, tips, receipts and order problems you report. Card details are handled by Stripe.
• Conversations with the assistant, and photos you send to search for dishes.
• Preferences: favourites, diets and allergies you choose to save.
• Reviews and ratings you post.
• Device details: IP address, device type and push notification tokens.

Why, and our lawful basis

• To run your account, take your orders and bookings, pass them to the restaurant and send receipts and updates: contract.
• To answer you through the assistant, and search using your words or photos: contract.
• Allergies are health information. The app asks for your OK before it first saves them. We use them only to filter menus and guide the assistant (restaurants don't see them), and clearing them in Diets & allergies withdraws your OK: your explicit consent.
• To prevent fraud and keep MyOTgo secure: legitimate interests.
• To keep financial records: legal obligation.
• To improve MyOTgo and its AI (section 6): legitimate interests, which you can switch off.
• To send you offers and news from places (below): your consent, or, for emails from a place you have ordered from, the "soft opt-in" of the Privacy and Electronic Communications Regulations, which you can refuse at any time.

Offers and news from places

Each place you use on MyOTgo can send you offers and news, in the app and by email, sent by MyOTgo on its behalf ("place via MyOTgo"):

• App notifications only if you said yes to that place ("Send me offers and news from …" on its page, after adding it to your favourites, or at checkout).
• Emails if you said yes, or if you have ordered from that place and didn't say no (the soft opt-in: offers about its similar food). You can say no at checkout ("Don't email me offers from …"), in Account → Offers and news, or with the link in every email. Soft opt-in emails also stop when you turn off "Share my details with restaurants I order from".
• No marketing from anyone (Account → Offers and news, or the link in any email) stops all of it. We never send marketing by text message, and we don't track whether you open emails.

What restaurants see

When you order or book, the restaurant gets what it needs: your name, contact details, delivery address, your order and any notes. With "Share my details with restaurants I order from" on (Account settings), the restaurant can also link your orders to an account on its own website. Once a restaurant has your details, it is responsible for how it uses them.

6. Improving our services and AI

MyOTgo may use data from the service, such as calls, transcripts, chats, menus, photos, orders and usage, to operate, improve and develop its services and to train and evaluate its AI models. For example: making the AI understand callers better, answer menus more accurately, and handle orders with fewer mistakes.

• Less personal first. Before we use data for this, we remove or pseudonymise personal details where possible, such as names, phone numbers, email and postal addresses. We never use card details (we never see them in full).
• Never sold. We never sell this data or use it for advertising. Any outside AI provider we use for this works only for us, under contract, and may not use it for anything else.
• Businesses can switch it off at any time: Settings → Help improve MyOTgo's AI (owners and admins). This covers everything in the business's account, including its callers' and customers' data.
• Customers can switch it off at any time in Account settings (Help improve MyOTgo's AI), or by emailing support@myotgo.com. This is your right to object.
• What switching off does: we stop using your data for improving and training from then on. Data already used in a trained model can't be removed from that model, but it won't be used again.
• Our lawful basis is legitimate interests: improving a service that everyone using it benefits from, balanced by removing personal details, never selling data, and an easy way to say no.

Restaurants joining MyOTgo for customers

When a restaurant joins, we keep its seller details (legal name, company number, addresses), the name, role and contact details of the person acting for it, its food safety contact and its premises' food registration. If it asks to be verified, we check them against public records: Companies House (company status, registered office and officers) and the Food Standards Agency's food hygiene ratings, and keep what those sources returned. When it accepts the partner agreement we keep a signed copy with who accepted it, when, and the IP address and browser used, as evidence of the contract. We do this to make and keep the contract with the restaurant and for our legitimate interest in keeping customers safe from fraud. Verification decisions are made by people at MyOTgo, never by an automated system alone. We keep these records for the life of the business on MyOTgo and 6 years after.

7. Who we share data with

• Restaurants and businesses you order from or book with, as described above.
• Our sub-processors (section 8), who provide parts of the service for us.
• Stripe, to process payments. For payments to businesses, Stripe also acts as an independent controller under its own privacy policy.
• Authorities, when the law requires it, or to protect people from harm or fraud.
• A buyer of MyOTgo's business, if that ever happens, who would have to keep to this policy.

8. Our sub-processors

These companies process personal data on our behalf to provide MyOTgo. We'll update this list before adding or replacing one.

Your device also connects directly to a few services to show the app: map tiles from OpenFreeMap, address search from OpenStreetMap (Nominatim), postcode lookups from postcodes.io, photos from Unsplash and fonts from Google Fonts. They receive your IP address and what you searched for or looked at, not your account details. For a delivery driver's directions, the driver's phone sends its position and the delivery stops' map coordinates (no names or phone numbers) to the public route planner routing.openstreetmap.de (run by FOSSGIS e.V., Germany). Our servers also look up postcodes with postcodes.io. Website security certificates come from Let's Encrypt, which only sees website addresses.

9. Data outside the UK

Some sub-processors are in the USA or the EU. When personal data goes outside the UK, we make sure it's protected: by UK adequacy regulations (for example for the EU), by the UK Extension to the EU-US Data Privacy Framework where the company is certified, or by the UK International Data Transfer Agreement or Addendum. Email us for a copy of the safeguards.

10. How long we keep data

11. Security

We protect data with encryption in transit (HTTPS and secure call connections), encryption of archives, backups and stored secrets, separate storage for each business, firewalls, two-step sign-in, limited staff access with audit logs, and regular updates. No system is perfectly secure: if a breach puts you at high risk, we'll tell you.

12. Your rights

Under UK data protection law you can ask us to:

• give you a copy of your personal data (access);
• correct it, or delete it;
• restrict how we use it, or give it to you in a reusable format (portability);
• object to us using it on the basis of legitimate interests, including for improving and training our AI (you can also switch this off yourself, section 6);
• withdraw your consent (for example for saved allergies) at any time.

Deleting your account

You can delete your account yourself in the app: Account → Delete my account (for businesses, Settings → Account). You confirm by typing your email address.

• Your account is closed and signed out everywhere at once, and you're taken out of any business team you were in.
• Customers: your details, addresses, saved conversations, favourites, preferences and reviews are deleted straight away.
• Business owners: first cancel any paid plan, package or phone number in Plan & billing. A business you own on your own is closed with your account: it stops at once, its data is removed from our servers within a day, and its encrypted archive is deleted within 30 days of closing. Then your own details are deleted. If the business has another owner, it carries on without you.
• Records of orders and payments are kept for as long as the law requires (section 10), without the details of your account. Our platform disaster backups roll off after 35 days, so deleted data leaves them by then.

You can also ask us to delete your data, or exercise any other right, by emailing support@myotgo.com. We'll reply within one month and may need to confirm who you are. MyOTgo doesn't make decisions about you based solely on automated processing that have legal or similarly significant effects.

If you're unhappy with how we've handled your data, please tell us. You can also complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint or 0303 123 1113.

13. Cookies and device storage

myotgo.com doesn't use advertising or analytics cookies. The MyOTgo app and food.myotgo.com store what's needed to keep you signed in and remember your settings on your device, and use a short-lived cookie while you sign in with Google or Microsoft. These are strictly necessary, so we don't ask for consent for them. Our Cookie Policy lists them.

14. Children

MyOTgo isn't meant for children. You need to be at least 16 to create an account. If you think a child has given us their details, email us and we'll delete them.

15. Changes and contact

We'll update this policy when what we do changes. The date at the top shows the latest version, and we'll tell you about important changes by email or in the app. Questions: support@myotgo.com.