Privacy Policy

Glad.ie Privacy Policy

Last Updated: 9 January 2026

Glad.ie ("Glad", "we", "us", "our") provides AI-powered communication, automation, and virtual agent services for businesses. This Privacy Policy explains how we collect, use, store, and protect personal information in accordance with Irish Data Protection Law and the EU General Data Protection Regulation (GDPR).

If you have any questions, please contact us at:
📧 [email protected]

📍 Glad.ie
52 Castlepark Square
Maynooth
Co. Kildare
W23 V6P5
Ireland

Who This Policy Applies To

This policy applies to:

Visitors to the Glad.ie website

Businesses and clients using Glad.ie services

Individuals interacting with AI agents powered by Glad.ie

Callers to demonstration or operational phone systems powered by Glad.ie

Glad.ie services are not intended for individuals under 18. While minors may technically be able to call phone numbers used for demonstrations or live services, Glad.ie does not knowingly process personal data of minors for its own purposes. Any call charges incurred are the responsibility of the caller and their telecommunications provider.

Data Controller

For services provided directly by Glad.ie, Glad.ie acts as the Data Controller.

Where Glad.ie provides services on behalf of a business client, that business acts as the Data Controller and Glad.ie acts as a Data Processor, processing data strictly in accordance with the client’s documented instructions.

Information We Collect

We may collect the following categories of personal data depending on how our services are used:

(a) Information You Provide

Name, email address, and contact details

Business and organisational information

Account registration and authentication details

Messages, inputs, prompts, or files submitted to AI agents

Support requests and related communications

(b) System and Usage Data

Service usage records, including feature interaction and session activity

Technical logs, diagnostics, and error reports

Device, browser, and connection metadata

(c) Call and Voice AI Data
Where Voice AI or telephony features are enabled by the client:

Telephone numbers

Call metadata (date, time, duration, routing, and status)

AI interaction data required to operate automated call handling

Usage metrics required for service monitoring, analytics, and billing reconciliation

(d) Call Recordings and Transcriptions

Audio recordings and/or transcripts where call recording or transcription is enabled by the client (see Section 7)

(e) Data Provided by Business Clients

Customer, prospect, or operational data supplied by business clients for the purpose of operating AI-powered services on their behalf

How We Use Information

We process personal data for the following purposes:

To provide, operate, and maintain Glad.ie services

To enable AI-powered voice, messaging, and automation features

To route, answer, analyse, and respond to communications

To generate usage records for operational monitoring, capacity planning, and billing verification in accordance with applicable service agreements

To provide customer support and technical assistance

To improve service quality, performance, and reliability

To ensure platform security and prevent misuse

To comply with legal and regulatory obligations

Glad.ie does not sell personal data.

AI Processing and Third-Party Technology

Where AI functionality is used, data may be processed by trusted third-party technology providers solely for the purpose of delivering the requested service.

Unless otherwise explicitly agreed in writing:

Data processed on behalf of a business client remains the property of that client

Data received while acting as a Data Processor is not used for Glad.ie’s own commercial purposes

Customer data is not used to train public or general-purpose AI models

Limited human review may occur where necessary for support, troubleshooting, quality assurance, or system improvement

Legal Basis for Processing

Glad.ie processes personal data under one or more of the following lawful bases:

Performance of a contract

Legitimate interests (including service delivery, security, and improvement)

Compliance with legal obligations

Consent, where required by law

Call Recording and Transcription Policy

Certain Glad.ie-powered phone systems may record and/or transcribe calls where enabled by the client (sub-account owner).

Where recording or transcription is enabled:

Callers may be notified where required by law

Recordings and transcripts are retained for up to thirty (30) days unless a longer retention period is required by law

Data may be accessed by the relevant client and authorised Glad.ie personnel where necessary

Recordings and transcripts may be used solely for:

Service delivery and troubleshooting

Quality assurance and training

Improving AI response accuracy and configuration

Data Retention

Personal data is retained only for as long as necessary to:

Deliver and operate services

Meet contractual and business requirements

Comply with legal or regulatory obligations

Usage records may be retained for a longer period where required for financial, audit, or compliance purposes. Call recordings and transcripts are retained strictly in accordance with Section 7.

Data Sharing

We may share personal data with:

Infrastructure and hosting providers

Telecommunications carriers and routing partners

AI and speech-processing technology providers

Subcontractors supporting service delivery

Regulatory or law enforcement authorities where legally required

Data is shared only to the extent necessary to provide the service. Glad.ie does not sell or commercially trade personal data.

International Data Transfers

Where personal data is transferred outside the European Economic Area, Glad.ie ensures appropriate safeguards are in place, including Standard Contractual Clauses or equivalent mechanisms as required under GDPR.

Your Data Protection Rights

Individuals have rights under GDPR, including the right to:

Access personal data

Rectify inaccurate data

Request erasure

Restrict processing

Object to processing

Data portability

Requests may be submitted to [email protected]. Where Glad.ie acts as a Data Processor, requests may be forwarded to the relevant Data Controller.

You also have the right to lodge a complaint with the Irish Data Protection Commission.

Security

Glad.ie implements appropriate technical and organisational measures to protect personal data, including access controls, encryption, monitoring, and security best practices. While no system can be guaranteed as fully secure, we take data protection seriously.

Children

Glad.ie services are not intended for individuals under the age of 18. Glad.ie does not knowingly process personal data of minors for its own purposes.

Policy Updates

We may update this Privacy Policy from time to time. Updates will be published with a revised “Last Updated” date.

Contact Information

For privacy or data protection queries:

📧 [email protected]
📍 Glad.ie
52 Castlepark Square
Maynooth
Co. Kildare
W23 V6P5
Ireland