Privacy Policy

Privacy Policy

Last updated: 23 August 2026

Audio Visual Excellence Ltd, trading as AVE Services (“AVE Services”, “we”, “our”, “us”), is committed to protecting your privacy.

This Privacy Policy explains how we collect, use, store and protect personal information when you visit audiovisualexcellence.co.uk, contact us by telephone, email, website form or live chat, request a quotation, make a booking, or use our audio visual hire, event production, installation or related services.

We process personal information in accordance with applicable UK data protection law, including the UK GDPR and Data Protection Act 2018.

1. Information We Collect

a) Information you provide directly

Depending on how you contact or work with us, we may collect:

  • Your name

  • Email address

  • Telephone number

  • Company or organisation name

  • Billing, delivery or venue address

  • Event dates, venue information and event requirements

  • Equipment hire and service requirements

  • Information you provide when requesting a quotation or making a booking

  • Messages and information provided by email, telephone, website forms or live chat

  • Payment and transaction information

Payment card details are processed by secure third-party payment providers. We do not normally store full payment card details ourselves.

b) Telephone calls and our AI receptionist

Some telephone calls to AVE Services may be answered or initially handled by our AI-powered virtual receptionist.

The AI receptionist may ask for and process information such as:

  • Your name

  • Company or organisation

  • Telephone number

  • Email address

  • Event or hire dates

  • Venue or location

  • Equipment or services you are interested in

  • Details of your enquiry

  • Messages you would like passed to our team

The service may also process basic call information, such as the telephone number used to contact us and information about the call.

Our AI receptionist service is provided using Fasthosts AI Receptionist.

Telephone audio is processed in real time so that the AI receptionist can understand and respond to the caller. Calls handled by the AI receptionist are not recorded.

The live audio is held temporarily in memory while the conversation is taking place and is deleted when the call ends.

After a call, a written summary may be generated containing relevant information from the conversation and any contact details provided by the caller. This allows our team to respond to enquiries, prepare quotations, provide customer service and follow up where appropriate.

Fasthosts states that customer call data is hosted within European data centres and is not used to train AI models.

Our AI receptionist is intended to assist with answering enquiries, taking messages and directing calls. It does not make legal, financial or similarly significant automated decisions about callers.

c) Website live chat and AI assistance

We may provide live chat and AI-assisted chat facilities on our website using tawk.to.

When you use the chat facility, information you enter into the conversation may be processed by tawk.to on our behalf so that your enquiry can be answered.

Where our AI assistant responds to a chat, it may use the current conversation together with information supplied by AVE Services, such as our website, service information, FAQs and other approved knowledge sources, to generate a response.

Information provided through chat may include your name, contact details and details of your enquiry.

Please avoid providing sensitive personal information through our AI receptionist or live chat unless it is genuinely necessary for your enquiry.

d) Information collected automatically

When you use our website, we may collect information including:

  • IP address

  • Browser and device information

  • Pages visited

  • Time spent on the website

  • Referring website or URL

  • General website usage and analytics information

e) Cookies and similar technologies

We use cookies and similar technologies to operate our website, understand how it is used and improve our services.

Non-essential cookies are used only where required consent has been provided.

You can manage your preferences through our cookie controls and browser settings.

2. How We Use Your Information

We may use personal information to:

  • Respond to enquiries

  • Prepare and provide quotations

  • Process and manage bookings

  • Provide equipment hire and event services

  • Arrange delivery, setup and collection

  • Provide technical and customer support

  • Take and respond to telephone messages

  • Route or prioritise enquiries

  • Communicate with customers before, during and after an event

  • Process payments

  • Maintain accounting and business records

  • Protect our equipment and prevent fraud or misuse

  • Improve our website and customer service

  • Send marketing communications where you have opted in or where otherwise permitted by law

  • Meet our legal, regulatory, tax and accounting obligations

We do not sell personal information.

3. Legal Basis for Processing

Depending on the circumstances, we process personal information on one or more of the following bases:

Contract and steps before entering into a contract

Where information is required to prepare a quotation, arrange a hire, make a booking or provide services.

Legitimate interests

Where necessary for the reasonable operation of our business, including:

  • Responding to enquiries

  • Providing customer service

  • Operating our telephone and AI receptionist services

  • Managing communications

  • Protecting our equipment and business

  • Preventing misuse and fraud

  • Improving our services

We consider these interests against the rights and privacy of the individuals concerned.

Consent

Where consent is required, including certain marketing communications and non-essential website cookies.

Legal obligation

Where we are required to retain or process information for accounting, taxation, regulatory or other legal purposes.

4. How We Share Your Information

We do not sell or rent personal information.

We may share information where necessary with trusted service providers who support the operation of our business, including:

  • Fasthosts, which provides our AI receptionist service

  • tawk.to, which provides website chat and AI-assisted chat services

  • Website, email and IT service providers

  • Payment processors

  • Accounting and business administration providers

  • Couriers and delivery providers where necessary

  • Freelance technicians, subcontractors or suppliers where required to fulfil a booking

  • Professional advisers such as accountants, insurers and legal advisers

Where appropriate, these organisations process personal information under contractual and data protection obligations.

We may also disclose information to law enforcement authorities, regulators, courts or other organisations where required by law.

5. Data Retention

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, or where we are required to retain it by law.

Generally:

  • Booking, invoice, payment and associated customer records may be retained for up to 7 years for accounting, tax, contractual and legal purposes.

  • Quotations and customer enquiry records may be retained where reasonably necessary for customer service, future enquiries and business administration.

  • AI-generated call summaries and contact details are retained only for as long as reasonably necessary to deal with the enquiry and maintain appropriate customer or business records.

  • Where a telephone enquiry results in a quotation or booking, relevant information may become part of the associated customer or booking record.

  • Marketing contact details are retained until you unsubscribe, object or ask us to remove them, unless we have another lawful reason to retain them.

  • Website analytics information is normally retained according to the settings and retention periods of the relevant analytics provider.

We periodically review information we hold and delete or anonymise information that is no longer required.

6. Artificial Intelligence

AVE Services uses AI-assisted systems to help answer telephone calls, respond to website chat enquiries and provide information about our services.

These systems are used to improve availability and help our team respond efficiently when members of staff are unavailable or dealing with other work.

AI systems can occasionally misunderstand information or provide an incorrect response.

If you believe information provided by one of our AI systems is incorrect, or you would prefer your enquiry to be reviewed by a member of our team, please tell us and we will arrange appropriate human assistance.

We do not use our AI receptionist to make solely automated decisions that produce legal or similarly significant effects on individuals.

7. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you the right to:

  • Request access to personal information we hold about you

  • Ask us to correct inaccurate or incomplete information

  • Request deletion of information in certain circumstances

  • Ask us to restrict certain processing

  • Object to processing based on legitimate interests

  • Withdraw consent where processing is based on consent

  • Request data portability where applicable

To exercise any of these rights, please contact us using the details below.

We may need to confirm your identity before dealing with a request.

8. Cookies and Tracking

For more information about the cookies and similar technologies used on our website, including how to manage your preferences, please see our Cookie Policy.

9. Security

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, alteration, disclosure or misuse.

These measures may include secure systems, encrypted connections, access controls and reputable third-party service providers.

However, no internet or electronic communication system can be guaranteed to be completely secure.

10. International Data Transfers

Some service providers we use may process information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure appropriate legal safeguards are in place, such as processing in countries recognised as providing adequate data protection or the use of approved contractual safeguards.

Our Fasthosts AI receptionist service processes customer call data within European data centres.

11. Third-Party Websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices of those organisations and recommend reviewing their privacy information before providing personal data to them.

12. Changes to This Privacy Policy

We may update this Privacy Policy when our services, systems or legal obligations change.

The latest version will be published on this page together with the date it was last updated.

13. Contact Us

If you have questions about this Privacy Policy or how we use your personal information, please contact:

Audio Visual Excellence Ltd trading as AVE Services

Unit 6, Rowdown Farm Buildings
Upper Lambourn
Hungerford
RG17 8AB
United Kingdom

Email: [email protected]
Telephone: 01635 899551

Company number: 07564889

14. Complaints

If you have concerns about the way we handle your personal information, please contact us first so that we can investigate.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.