Recording Your Calls

This call is only recorded if everyone agrees. Either of you can start, pause or stop recording at any time.

You will see this on your booking confirmation, your appointment page and the check screen before you join. If a recording is started, everyone on the call is asked to agree before anything is captured.

• Before recording begins you are asked clearly whether you agree, and told what is recorded, who can see it, where it is kept and for how long
• Your answer is recorded, with the time, so there is a clear record of what you agreed to
• You can decline: if you do not agree, the call carries on without being recorded
• When you agree to a recording you can also choose separately whether it may be transcribed and whether a short summary may be made from the transcript

Audio and video from everyone in the call, and anything shared on screen while the recording is running. Nothing is captured while it is paused.

• The recording controls in the call are labelled in words: start, pause, resume and stop recording
• Everyone on the call always sees whether it is “Recording”, “Paused” or “Not recording”, who started or paused it, and since when
• Each start, pause, resume and stop is recorded with who did it and when
• A paused recording captures nothing until it is resumed, and the paused stretch is marked on the transcript
• The recording can also stop on its own, for example at its maximum length; if it does, or if it does not start, everyone is told in words

• You can stop the recording at any time, which also withdraws your agreement
• You can also press “Withdraw consent” in the call while a recording is running; it stops straight away and everyone is told who withdrew
• The part recorded before then is kept, and you can ask for it to be deleted
• The recording can only start again if you agree afresh

• Access is limited to you, the professional who held the consultation, and anyone the recording has been specifically shared with; where the professional works for a firm, their firm can see it too
• We do not look at the recording ourselves except to give technical help the professional asks for, or when a court orders it
• Recordings are kept securely on our platform, separate from the Document Vault, and every time someone opens one we log who opened it and when
• A recording is kept for 1, 7 or 10 years from the call, depending on the retention period that applies to it (you are told which when you are asked to agree), then deleted automatically, unless it is deleted sooner at your request

Where you agree, the recording is turned into a written transcript, and the professional may ask for a short summary of it. Both are made on our own servers; the audio is never sent to an outside transcription or AI service. Transcripts are produced automatically and may not be word for word.

Before an in-person recording starts, your professional reads out a short notice explaining that they will only record if you agree, who can see the recording, and that you can ask them to pause or stop at any time. The recording of your agreement captures that notice being read. If you ask them to stop, they stop and note your request on the platform.

When a recording exists, every participant gets an email and an in-app notice saying who started and stopped it, how to view it and how to ask for it to be deleted.

This page explains how recording works on the platform in general terms. If you would like to know why your professional is recording a particular call, ask them directly before you agree. Our Privacy Policy explains how recordings and your agreement are handled in full.