Privacy Policy

Last updated: 2026-09-12

Cadence is operated by Latitude Labs Ltd ("we", "us", "our").

This policy explains what personal data we process, why we process it, and how we protect it when you use Cadence.

We are the controller for account, billing and service-usage data. When a business uses Cadence to handle its customers’ information, that business is the controller and we process that information on its behalf. If you are a customer of a business using Cadence, you can also contact that business about your data.

1. What we collect

Depending on how you use Cadence, we may process:

• Account data (name, email address, login identifiers)
• Organisation and channel configuration data
• Customer communication data routed through connected channels
• AI interaction data (prompts, responses, metadata)
• Technical and security data (IP address, logs, device/browser data)
• Billing and subscription metadata (handled by payment providers)

2. Why we process your data

We process personal data to:

• Provide and secure the Cadence service
• Route, generate, and manage AI-assisted messages
• Monitor uptime, performance, and abuse
• Provide support and respond to requests
• Meet legal and regulatory obligations

We and our AI providers do not use your messages to train AI models.

3. Lawful bases (UK GDPR)

We rely on one or more of the following lawful bases:

• Contract: to provide the service you request
• Legitimate interests: to secure, improve, and operate Cadence responsibly
• Legal obligation: where we must comply with law
• Consent: where required by law

4. International data transfers

Our core infrastructure and AI models are hosted in Europe, across the United Kingdom and European Union. We use cloud hosting and AI providers to store business information and process the conversations, business facts and instructions needed to provide Cadence.

Some supporting services and the platforms you connect process data internationally:

• Product analytics: European Union only (PostHog EU)
• Error monitoring: United States, and it never receives customer message content
• Channel/platform integrations (Meta, Google, Microsoft, etc.): processed through those vendors' global infrastructure
• Payments and communications: providers such as Stripe, Twilio and Pusher may process data outside the UK and EU. Stripe handles card details; we receive billing and subscription information, not full card details.

Where personal data is transferred internationally, we use appropriate safeguards such as:

• the UK International Data Transfer Agreement (IDTA) or the UK Addendum to EU Standard Contractual Clauses, and/or
• Standard Contractual Clauses (SCCs),
• plus risk assessments and contractual controls as required.

5. Cookies and analytics

We use cookies that are strictly necessary to run Cadence: keeping you signed in, keeping your session secure, and remembering your display preferences. Without them the service does not work, so they are always on.

We do not use advertising cookies, and we do not allow third parties to track you across other websites.

For product analytics we use PostHog, hosted in the European Union, through our managed proxy at j.cadencebot.net. Its browser SDK uses memory-only storage and sets no separate analytics cookie or local-storage identifier. We use the existing Cadence session to keep a random visit reference and campaign tags across page loads and sign-in redirects. When you create an account, those tags are attached to your account reference so we can understand which campaigns lead to completed setup and subscriptions. We also record selected page views, button presses, setup milestones and subscription payment amounts and currency. It is set up so that:

• it never records the content of your messages or your customers' messages;
• it never captures page content automatically — every event is one we chose to send;
• session recording and heatmaps are switched off entirely;
• signed-in users are identified by an account reference only, never by name or email address.

Our lawful basis for product analytics is legitimate interests: understanding how Cadence is used so we can improve it. You can object to this at any time using the contact details below.

6. Data sharing

We share data only where necessary to deliver Cadence, including with:

• Cloud hosting and queue infrastructure providers
• AI model and inference providers
• Product analytics and error monitoring providers
• Integrated channel providers you connect to your workspace
• Professional advisers, regulators, or authorities where required by law

We do not sell personal data.

7. Retention

We keep personal data only for as long as necessary for service delivery, legal obligations, dispute handling, and security.

Retention periods vary by data type and contractual requirements. Where possible, data is deleted or anonymised when no longer needed.

8. Security

We use technical and organisational controls designed to protect personal data, including access controls, encryption in transit, logging, and least-privilege service design.

No system can be guaranteed 100% secure, but we work continuously to reduce risk.

9. Your rights

Depending on your location, you may have rights to:

• Access your personal data
• Correct inaccurate data
• Request deletion
• Restrict or object to processing
• Request portability
• Withdraw consent (where processing relies on consent)

You can exercise rights by contacting us at privacy@cadencebot.net.

Deleting your account

Go to Settings → Profile → Delete account. We ask you to confirm your password (if you have one) and then confirm the request by email. The email link expires after 48 hours. After confirmation there is a 30-day cancellation window, and you can cancel from the same settings screen before processing begins. Once processed, your sign-in access is removed and your personal account details are deleted or anonymised.

Deleting your personal account does not delete shared business conversations or cancel the business’s subscription. Manage the subscription in Settings → Billing & plans before leaving, or contact us to arrange business-wide deletion or a data export. We may retain records needed for legal obligations, security or disputes; backup copies expire under our retention arrangements.

You can also complain to the UK Information Commissioner’s Office at ico.org.uk, or your local data protection authority.

10. Contact

For privacy questions or data rights requests, contact:

Latitude Labs Ltd
Email: privacy@cadencebot.net