Privacy policy

How Svarslinjen handles your personal data. Questions, or to see, correct or delete your data: hej@svarslinjen.se.

The short version

• Calls are written down as text and kept for 90 days for safety. A person may read a call if it's flagged.
• Your voice isn't recorded. The sound of the call goes to speech recognition while you talk, and isn't kept.
• The assistant only remembers earlier calls if you ask it to.
• We never sell your data or use it for marketing.

What we collect

• Your phone number, and whether we've checked it's yours (by ringing you back).
• What's said on your calls, written down as text, both your words and the assistant's.
• Details of each call: when, how long, which language, how it ended and what it cost us to run.
• Your account: the minutes you've bought and used, your payments, and your phrase. Only a scrambled version of the phrase is stored; nobody can read it back. When the assistant checks your phrase on a call, the phrase is taken out of the transcript.
• If you ask the assistant to remember: a short summary of your calls, so you can carry on next time. It's only used on a call where we know it's you: when we rang you, or once you've said your phrase.
• Texts you send to the line, kept as notes for your next call.
• Questions you want answered afterwards (by text, or when we ring you): the question, the answer and what it cost.
• If you call from the web: your number (confirmed with a code by text), and, if you choose to share your location, the name of the place you're at (for example "Willys, Storgatan, Ängelholm"). The coordinates themselves aren't kept: they're used during the call to find places nearby, then forgotten.
• Safety flags: if a call is flagged for review, why, and what the reviewer decided.

We don't ask for your name, address or personal identity number, and you don't need to give them. Please don't tell the assistant passwords, card numbers or codes. If you tell it about your health or other private matters, that's written down like everything else on the call and kept under the same rules.

Sound recordings: while we're fine-tuning the service, the sound of a few calls may be kept for up to two days to check the speech recognition, and is then deleted automatically.

Why, and on what legal basis

• To provide the service you've asked for (contract): answering your calls, your minutes and payments, ringing you back, texting you receipts and answers you didn't hear, and texting or ringing you with answers you've asked for.
• To keep people safe and the service working (legitimate interest): the safety log, flagging calls that a person should see, stopping misuse, handling complaints and refunds. We've weighed this against your privacy, which is why the log is kept for a limited time and only the reviewer can read it.
• Memory (your consent): only if you ask for it, and you can turn it off or wipe it at any time.
• Bookkeeping (legal obligation): Swedish accounting law requires us to keep records of payments for seven years.
• To protect someone's life (vital interests), in an emergency: see "When we share it" below.

The AI

The assistant is an AI: Claude, made by Anthropic. Speech recognition is by Deepgram, and ElevenLabs transcribes the same speech again after the call, so we can check which of the two hears callers best; the voice is by ElevenLabs. After each call, an AI also reads the transcript to spot calls a person should look at, and to find ways to make the line better. If the assistant found an answer you asked for but didn't hear (say the call ended first), we text it to you. It doesn't decide anything about you: a person reviews flagged calls, and any decision that affects your account, such as suspending it, is made by a person.

Who else handles it

These services process data for us, each only for its part, under data processing agreements:

• Hetzner (Finland, EU): the server the service and database run on.
• Anthropic (USA): the AI assistant. It reads the conversation to answer.
• Deepgram (USA): speech recognition.
• ElevenLabs (USA): the voice, and speech recognition as a check and backup.
• 46elks (Sweden): phone calls and texts.
• OpenStreetMap (Nominatim): looks up the place's name from your position, if you share it when calling from the web.
• SMTP2GO: sending email, for example a flagged call to the reviewer.
• Stripe (Ireland and USA): card payments. Card details go straight to Stripe; we never see them.
• Our bank, for Swish payments.
• The reviewer who reads flagged calls, bound by confidentiality.

Where a service is outside the EU, the transfer relies on the safeguards that service provides under GDPR, such as the EU–US Data Privacy Framework or the EU's standard contractual clauses.

When you're put through to Hancocks IT

Svarslinjen has the same owner as Hancocks IT, a small IT business. If you say yes when the assistant offers to put you through, or you start by saying "Hancocks IT" or a ticket number, your call is put through. We pass on your number, what you asked and a short summary of the call so far. If you said yes to the offer, Hancocks IT also texts you a link to your support case. From then on, Hancocks IT keeps the call as a support case under its own privacy policy.

If the call turns to general questions, Hancocks IT passes you back to Svarslinjen, with the question you had just asked, and your minutes start again.

When we share it with the authorities

Only when the law requires it, for example a lawful request from the police, or when someone's life or health is in immediate danger. A person decides, never the AI, and we record what was shared, with whom and why.

How long we keep it

• The safety log (what was said on calls, and texts): 90 days, then deleted. A flagged call can be kept longer while it's needed for an ongoing matter, such as a police case, a complaint or a dispute, and is deleted when that's settled.
• Answers afterwards: 90 days, like the safety log.
• Latest answers on the website: shown for 30 days at most, deleted after 90 days. They aren't about anyone: general questions, rewritten and checked twice by AI so nothing points to who asked.
• Memory (the summary, and the notes from your texts): until 30 days after your last call, or straight away if you ask.
• Your account and minutes: until 12 months after you last used it.
• Payment records: seven years, as accounting law requires.

Your rights

You can ask to see the data we hold about you, have it corrected or deleted, limit or object to how it's used, and get a copy to take elsewhere. You can turn off memory, or wipe it, on a call at any time.

Because the safety log is there to protect people, we may keep a call for its 90 days even if you ask us to delete it, when it's needed for safety or for a legal claim. We'll tell you if that's the case.

Before we share or delete anything, we need to know the request is really from you: we'll ring your number back, or ask for your phrase.

Email hej@svarslinjen.se. If you're unhappy with how we handle your data, you can complain to the Swedish Authority for Privacy Protection (IMY), imy.se.

Age

Svarslinjen is for adults, 18 and over.

Cookies

The website uses no cookies.

Who is responsible

The data controller is Andrew Lyeklint Hancock, who runs Svarslinjen as a sole trader (enskild firma) in Skånes Fagerhult, Sweden. Contact: hej@svarslinjen.se.

Changes

If we change this policy in a way that matters, we'll say so on this page and, if you have minutes with us, by text.

Draft, 25 October 2026