Legal

Privacy Policy

Last updated: October 2026

1. Who We Are

Reach Realm d.o.o. (“Reach Realm,” “we,” “us,” or “our”) is a company registered in Slovenia (Gorica pri Šmartnem 7, 3201 Šmartno v Rožni Dolini, Slovenia; VAT number SI30292743) that operates the website reachrealm.com. We are the data controller for the personal information described in this Privacy Policy. It explains how we collect, use, and protect your personal information when you visit our website, book a call, submit an enquiry (including through our ads on Facebook and Instagram), or use our services.

You can contact us about privacy at any time at hello@reachrealm.com.

2. Information We Collect

Information you provide

  • Name, email address, and phone number when you book a call, fill out a contact form, or submit a lead form on Facebook or Instagram
  • Business name, website URL, and answers to form questions
  • Your communication preferences, including whether you agreed to receive text messages
  • Any other information you choose to share with us

Information from our calls and messages with you

  • Call and meeting details: the numbers or meeting links involved, date, time, duration, and participants
  • Recordings, transcripts, and AI-generated notes of phone calls and video meetings (see Section 4)
  • The content of emails, text messages (SMS), and WhatsApp messages we exchange with you, and their delivery status

Information collected automatically

  • Device and browser information (browser type, operating system)
  • IP address and approximate location
  • Pages visited, time spent on site, and referral source
  • Cookies and similar tracking technologies (see Section 10)

3. How We Contact You

When you send us an enquiry, book a call, or ask us to call you back, we may contact you about that request by:

  • Phone call to the number you gave us
  • Email, for example to confirm your request, share a booking link, or follow up
  • Text message (SMS), only if you agreed to receive text messages, or where the law otherwise allows it for your request (see Section 5)
  • WhatsApp, if you message us on WhatsApp or agree to be contacted there

These messages relate to your enquiry and booked call, such as confirmations, reminders, missed call notices, and follow ups. With your consent, or where the law allows, we may also send occasional information about our services. You can stop any of these messages at any time (see Section 11).

4. Call and Meeting Recording and AI Notes

Calls we make to you and calls you make to us through our business phone system are recorded, and we tell you at the start of the call that it is being recorded. We use the recordings to create a transcript and AI-generated notes that summarise the conversation. We use recordings, transcripts, and notes to remember what you told us, follow up accurately, improve our service, train our team, and keep a record in case of disputes.

Phone call recordings and transcripts are processed by our telephony provider, Twilio, on our behalf. Video meetings (for example on Google Meet) may be recorded and transcribed by our meeting recorder, tl;dv. AI tools help us summarise calls, meetings, and messages and prepare follow ups; a member of our team reviews anything we send you. Recordings, transcripts, and notes are only accessible to authorised Reach Realm staff and the providers that process them for us. If you do not want a call or meeting to be recorded, tell us at the start or email hello@reachrealm.com beforehand, and we will turn recording off or offer another way to talk. You can also ask us to delete a recording (see Section 11).

5. Text Messages (SMS)

If you tick the text message consent box when booking a call, on our text updates sign-up page at reachrealm.com/text-updates, or when submitting a form, or otherwise agree to receive text messages from us, Reach Realm may send text messages to the mobile number you provided about your enquiry and booked call, such as confirmations, reminders, missed call notices, and follow ups, plus occasional updates about our services.

  • Consent to receive text messages is not a condition of buying any goods or services.
  • Message frequency varies.
  • Msg & data rates may apply.
  • Reply STOP to any message to opt out. Reply HELP for help, or email hello@reachrealm.com.
  • Carriers are not liable for delayed or undelivered messages.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent are not shared with any third parties, except the service providers that send messages on our behalf (such as Twilio) and only to deliver our messages. Our full SMS terms are in our Terms of Service.

6. How We Use Your Information and Our Legal Basis

If you are in the United Kingdom or the European Economic Area, the UK GDPR or the EU GDPR applies to our use of your personal data, and the UK Privacy and Electronic Communications Regulations (PECR) or the equivalent EU rules apply to our calls and electronic marketing. We rely on these legal bases:

  • Responding to your enquiry or booking (calls, emails, and messages about the request you made, including follow ups): our legitimate interest in answering the requests people send us, or steps you asked us to take before entering a contract.
  • Text messages and WhatsApp messages: your consent, or our legitimate interest where you asked us to contact you about your enquiry and the law allows it. You can withdraw consent at any time.
  • Marketing emails and messages about our services: your consent, or where the law allows it for business contacts and existing enquiries, our legitimate interest. Every marketing message lets you opt out.
  • Call and meeting recording, transcripts, AI notes, and keeping a record of our emails and messages with you in our customer records system: our legitimate interest in keeping accurate records, following up correctly, not contacting you twice about the same thing, and improving our service.
  • Providing our services to clients: performance of our contract with you.
  • Measuring and improving our ads, including telling Meta whether an enquiry became a qualified lead: our legitimate interest in running effective advertising.
  • Website analytics and cookies: your consent where required.
  • Keeping records and meeting legal duties: legal obligation.

Where we rely on legitimate interests, you have the right to object (see Section 11).

7. Service Providers We Use

We do not sell your personal information. We share it only with service providers that help us run our business, under contracts that require them to protect it and use it only on our instructions, and with legal authorities where the law requires. Our main providers are:

  • Twilio — phone calls, call recording, transcripts and AI call notes, SMS, and WhatsApp message delivery
  • Meta Platforms — WhatsApp messaging, Facebook and Instagram lead forms, and ad measurement
  • Brevo — sending email
  • Google — business email (Google Workspace), calendar, and documents and spreadsheets where we keep enquiry records. Our customer records system reads the emails we exchange with you from our business mailbox and keeps a copy with your enquiry, so our team sees the whole conversation in one place.
  • tl;dv (tldx Solutions GmbH, Germany) — recording, transcribing, and summarising video meetings. tl;dv hosts its service in the European Economic Area; some of its AI processing of meeting transcripts may take place in the United States.
  • AI providers (Anthropic and OpenAI) — AI tools that read our records of your enquiry, emails, messages, and call notes to prepare summaries and draft replies for our team. They process this data on our instructions.
  • OnceHub — call booking and scheduling
  • Slack — internal alerts to our team about new enquiries
  • Hosting and IT providers — secure servers that run our website and customer records system

8. International Transfers

Some of our providers, including Twilio, Meta, Google, our AI providers, and tl;dv (for part of its AI processing), process data outside the United Kingdom and the European Economic Area, including in the United States. When this happens we rely on an adequacy decision (such as the EU-US Data Privacy Framework and its UK extension, where the provider is certified) or on standard contractual clauses and the UK International Data Transfer Addendum. You can ask us for more information about these safeguards.

9. Data Retention

We keep personal information only as long as we need it for the purposes in this policy, or as the law requires:

  • Enquiries and lead records that do not become clients: up to 12 months after our last contact with you
  • Emails and messages we exchange with you, and the copy our customer records system keeps: on the same schedule as the enquiry or client record they belong to
  • Call and meeting recordings, transcripts, and AI notes: up to 12 months after the call or meeting, unless we need them longer for an active client relationship or a dispute
  • Client records: for the length of our relationship and as long afterwards as accounting and legal duties require
  • Opt-out records: we keep the minimum details needed to make sure we do not contact you again after you opt out

You can ask us to delete your data sooner at any time.

10. Cookies

We use cookies and similar technologies to analyze traffic and improve your experience. You can control cookies through your browser settings. Disabling cookies may affect some website functionality.

11. Your Rights and How to Opt Out

Depending on where you live, including under the UK GDPR and the EU GDPR, you have the right to:

  • Access the personal data we hold about you
  • Request correction or deletion of your data
  • Object to or restrict processing of your data
  • Receive a copy of your data in a portable format
  • Withdraw consent at any time, without affecting earlier use
  • Lodge a complaint with a supervisory authority, such as the Information Commissioner's Office (ICO) in the UK, the Information Commissioner of the Republic of Slovenia, or the authority where you live

To stop messages or calls from us at any time:

  • Text messages: reply STOP
  • WhatsApp: reply STOP or block our number
  • Email: use the unsubscribe link in any email
  • Calls, or anything else: tell us on the call, or email hello@reachrealm.com

To exercise any right, email hello@reachrealm.com. We will respond within one month.

12. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites. We encourage you to review their privacy policies.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated “Last updated” date.

14. Contact Us

If you have any questions about this Privacy Policy, please contact us at hello@reachrealm.com.