Privacy policy
Last updated: 4 October 2026
Who we are
Taiwa is a product of Kanso CX Ltd (company number 07963643), 66 Paul Street, London EC2A 4NA, United Kingdom. "We" and "us" mean Kanso CX Ltd. Contact: [email protected].
Our two roles
For your account, we are the controller. Your agents' email addresses, your settings, your usage records — we decide how those are handled, and this policy governs them.
For your calls, we are a processor and you are the controller. When Taiwa translates a call, the customer's voice is your data, processed on your instruction. We do not decide what happens to it, we do not keep it, and we do not use it for anything other than translating that call. Your agreement with us governs that processing.
What we collect
We do not collect, store or have access to your call audio or transcripts.
Audio streams from your agent's browser, or from the Taiwa desktop app on your agent's computer, directly to the translation supplier you chose and back. It does not pass through our servers. Transcripts exist on the agent's device only, for the length of the session, and are not transmitted to us.
| Data | Where it comes from |
|---|---|
| Agent email address | You, when you add a user |
| Password hash, or your identity provider's user reference | Sign-in |
| Session records: which languages, start and end time, duration | Each translated call |
| IP address and browser user-agent | Each translated call |
| Daily minute totals per account | Aggregated from session records |
| Admin actions: who changed what, and when | Your admins using the portal |
| Account settings: languages, limits, pricing | You |
We do not collect your customers' names, contact details, or any other customer record. We can see that a call happened, in which languages, and for how long. We cannot see who it was with, or what was said.
Why we hold it, and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Providing the service, signing your agents in | Performance of a contract |
| Billing you for your active users, and showing you your usage | Performance of a contract |
| Security and fraud prevention (IP address, user-agent) | Legitimate interests — preventing abuse of a metered service |
| Keeping accounting records | Legal obligation |
| Letting your admins audit their own account | Legitimate interests — your interest in overseeing your own tenant |
How long we keep it
| Data | Retained |
|---|---|
| Session records, including IP address and user-agent | 90 days, then deleted |
| Desktop app usage events from a hypercare period | 30 days, then deleted |
| Daily minute totals and invoicing records | 7 years, as UK accounting rules require |
When your account closes, account data is deleted within 30 days, except invoicing records, which we are required to keep for the period above.
Who else processes it
Two sub-processors for every account, and one more during the free trial. This is the complete list.
| Who | What they do | Where |
|---|---|---|
| Your translation supplier (DeepL SE, OpenAI or Google) | Translates the call audio. Audio streams here from your agent's device and returns translated. Where you hold your own agreement with the supplier, it processes that audio for YOU under your contract with them; Taiwa supplies the credential and never receives the audio. On a DeepL key, DeepL uses a speech partner of its own for some languages, under DeepL's terms. | Germany |
| Amazon Web Services | Hosts the service that issues session tokens and records usage. No call audio. | London (eu-west-2) |
| Cloudflare | Serves this website and fronts our API. Handles IP addresses in transit. | Global edge |
When you use single sign-on, your identity provider communicates with us directly. There is no third-party identity service in between. Where Taiwa's own DeepL account is used — during the free trial — DeepL acts as our sub-processor for that audio instead.
Where data goes
Your account data is held in the United Kingdom (London). Call audio goes to the translation supplier you chose, in the region your agreement with that supplier provides for — DeepL SE processes in Germany — and is not stored by us.
If you're in the EEA, no additional transfer safeguards are required for data held in the UK: the European Commission's adequacy decision for the UK was renewed in December 2025 and runs to December 2031.
Cookies and tracking
This website sets no cookies and runs no analytics or tracking.
The Taiwa extension stores your sign-in token in your browser's own extension storage so you are not signed out between calls. It is not a cookie, it is not readable by websites you visit, and it is not used to track you. The Taiwa desktop app keeps its sign-in token in the Windows Credential Manager, for the same reason.
Your rights
If you are in the UK or the EEA you have the right to access, correct, delete, or export your personal data, to object to processing based on legitimate interests, and to complain to a supervisory authority — in the UK, the Information Commissioner's Office (ico.org.uk).
To exercise any of these, email [email protected]. If your personal data is held by us because your employer uses Taiwa, ask them first — for your account data they are our customer, and for call content they are the controller.
Changes
If this policy changes materially we will say so on this page with a dated note, and tell account admins by email.
Contact
[email protected] · Kanso CX Ltd, 66 Paul Street, London EC2A 4NA, United Kingdom.