LilaCRM · Privacy · Terms · Accessibility
Privacy policy
LilaCRM is business software made and operated by Lila Software Development Ltd ("we"). This page explains what personal data we hold when you use it, why, and what your rights are. It is written to be read, not skimmed; if anything is unclear, e-mail info@liladevelopment.com.
Who is responsible
Lila Software Development Ltd is the data controller for the accounts and sign-in data of people who use LilaCRM. For the business records a customer keeps inside LilaCRM — their own customers, suppliers, invoices, bank transactions and documents — that customer is the controller and we are their processor, acting only on their instructions under our terms of service. We are registered with the Information Commissioner's Office, number ZC250958.
What we hold and why
| Data | Why | Basis |
|---|---|---|
| Your name, e-mail address, sign-in method (Google account identifier or a password hash), passkey public keys, session records | To let you sign in securely and know who did what | Contract; legitimate interest in security |
| The books you belong to and your role in each | To show you only the businesses you are a member of | Contract |
| Business records you or your colleagues enter: customers, contacts, properties, quotes, jobs, invoices, bills, time, documents, notes | To provide the service | Contract (as processor for the business) |
| Bank account details and transactions you connect through open banking or import from a statement | To reconcile your books | Your explicit consent, given to your bank for up to 90 days and revocable at any time |
| Audit log: which user changed what, when, from which request | Accountability, HMRC record-keeping and fraud prevention | Legal obligation; legitimate interest |
| Usage of AI features (counts, model used, cost), and the questions asked and the answers given, which are kept in the book's audit log where its owners can read them | Plan allowances and billing; accountability | Contract; legitimate interest |
| Counts of how LilaCRM is used, only in a book whose owner has turned them on in Settings, About: how often Find could not read what was typed, whether Help answered a screen, which prompts were put away, how long a set-up step took. Each is a name from a fixed list and how many times; never a word anyone typed, a name, an amount or a record | To see whether first use is getting easier, and to improve LilaCRM | Legitimate interest; off until the book's owner allows it, and the owner can read and remove every count |
| Technical data: IP address, browser, device, timestamps in server logs | Security, brute-force protection, diagnosing faults | Legitimate interest |
Open banking
When you connect a bank, you are sent to your bank's own website to approve read-only access to the accounts you choose. LilaCRM never sees your bank login. Access is provided by an authorised account information service provider acting under your consent — TrueLayer Limited (UK, FCA-authorised) , Plaid Financial Ltd (UK, FCA-authorised), Yapily Connect Ltd (UK, FCA-authorised) or Finexer Ltd (UK, FCA-authorised, FRN 925695) for UK bank accounts, and Enable Banking Oy (Finland) for EU accounts — for at most 90 days, after which you are asked again. You can withdraw consent in LilaCRM or at your bank at any time; transactions already imported remain in your books because they are your accounting records. We cannot move money.
Where data lives and who else sees it
LilaCRM runs on servers in London, United Kingdom (Amazon Web Services, eu-west-2), with encrypted copies of every book's database kept in the same region. Your data does not leave the UK except as follows, each supplier acting under a contract that limits it to the purpose named:
- Google: sign-in; AI features where you use them; and Google Drive or Google Business Profile only if a book connects them.
- The open-banking providers named above, if you connect a bank; and Stripe, for subscription billing, for card payments a business takes from its own customers, and for bank connections made through Stripe Financial Connections.
- Resend: sending e-mail you ask us to send (US/EU). The SMS Works: the number and text of any text message you ask us to send (UK). Cloudflare: receiving replies to e-mail sent from LilaCRM.
- Apple, Google and Mozilla push services: the title and first words of a notification, to a phone or browser you have registered.
- postcodes.io: looking up a UK postcode for maps and travel times; only the postcode is sent.
- Anthropic (Claude): answers in Ask Lila when the book allows and configures that provider, using the limited question, conversation history and record results described below; and drafting social-media posts from the text you type and the brand's own voice notes. Meta, LinkedIn, TikTok and Google, only to post to, and read the comments and messages of, an account a book has itself connected.
- Apple or Google, if you use the iPhone or Android app: app-store and on-device services.
Where a transfer leaves the UK it relies on the UK adequacy decision or the UK International Data Transfer Addendum.
AI features
Ask Lila can send your question, limited recent conversation history and the results of permitted record look-ups to Google Gemini or Anthropic (Claude) to answer you. Results can include customer or supplier names, job and property details, invoice lines and amounts, and bank counterparties and references. The owner chooses which providers the book may use in Settings → AI. A provider must be allowed and have a usable configured key; the plan and spending limits for that route still apply. Ask can choose between or fall back to providers only where those choices allow it. Google Gemini is the default where no provider has been selected; this does not automatically allow Anthropic. Provider permissions and key settings are checked before each further exchange. Ask's look-ups are read-only and keep the requester's existing access permissions.
Selected sensitive record fields — including support notes, visit and handover notes, key-safe codes, DBS and National Insurance numbers — are withheld from look-ups unless the book's owner allows them in Settings → AI. This does not anonymise every record or the words you type: names, work details and amounts can remain, and information you include in your question or conversation can also be sent. Text from outside the business (an e-mail, an enquiry, a bank reference) is passed to the model marked as quoted data, never as an instruction.
When you ask LilaCRM to draft a marketing post, the text you type and the brand's own voice notes go to Anthropic (Claude). We use commercial API terms that exclude training on the data sent; if you supply your own key, that provider's terms apply instead. On the phone, some reading and drafting runs entirely on the device and nothing leaves it.
Tax connections with HMRC
When a book is connected to HMRC to keep VAT records or send Making Tax Digital returns, LilaCRM sends HMRC the fraud prevention information HMRC require with every request: the details your browser reports about itself (its user agent, screen and window size, time zone and a device identifier it keeps), the public IP address and port your request came from, the sign-in identifier and internal user identifier of the person making the request, any passkey completed in that session, and LilaCRM's own version and server address. HMRC use this information to prevent fraud and identity theft, under their own privacy notice. The connection is authorised by the business in its own HMRC account and can be removed there at any time.
Google user data
This section covers the data LilaCRM receives through Google APIs. It applies only if you sign in with Google, or if a book's owner connects a YouTube channel, a Google Business Profile or Google Drive.
What we access. Sign in with Google: your name, e-mail address and Google account identifier. YouTube (youtube.upload and youtube.readonly): the name and identifier of the channel you connect, so you can see where posts will go; the upload of a video you have prepared and approved in LilaCRM, with its title, description and thumbnail; and that video's processing status, so LilaCRM can tell you when it is live. LilaCRM does not read, change or delete any other video, playlist, comment or subscriber. Google Business Profile (business.manage): the names and addresses of the locations on the account you connect, so you can choose one, and the publication of an update you have prepared and approved. Google Drive (drive.file): only the files LilaCRM itself creates in your Drive, when you choose to save a document there.
How we use it. Only to provide those features, at your request. Nothing is posted or uploaded without a person in the book approving it.
How we store and protect it. Google access and refresh tokens are encrypted at rest on our servers in London, are never shown to anyone, and are never written to logs. The name of the connected channel or location, and the identifier and link of each thing posted, are kept in the book's records.
Who we share it with. We do not sell Google user data, and we do not share, transfer or disclose it to anyone except: Google itself, to carry out the action you asked for; Amazon Web Services, which hosts our servers in London as our processor and may not use it for any other purpose; the other members of the same book, who can see which channel or profile is connected and what was posted (never the tokens); and anyone the law obliges us to disclose it to. Google user data is never sent to an AI model provider, never used for advertising, and never used to develop, improve or train AI or machine-learning models.
Removing access. Disconnect the account in LilaCRM's marketing settings and its tokens are deleted at once; you can also remove LilaCRM's access at any time at myaccount.google.com/permissions. Videos and updates already published stay on YouTube or your Business Profile until you remove them there. If you ask us to close your account or erase a book, we delete the rest as described under How long.
LilaCRM's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
Sensitive information
Some businesses keep more sensitive information in their books: health and care records, religious membership, criminal-record check references, dates of birth, and details of children or adults at risk. The business is the controller of that information and is responsible for having a lawful basis for it and, for special-category and criminal-offence data, an additional condition under data protection law; we process it only on its instructions. LilaCRM marks the most sensitive fields (key-safe codes, NHS and DBS numbers, ID references), withholds them from roles that have no need of them, keeps them out of the audit log, and records each time one is revealed. A data processing agreement is available on request.
How long
Account data: kept while you have an account. Ask us to close it and we remove your sign-in, passkeys, sessions and devices and replace your name and address within one month; your name in each book's audit log is replaced by "Removed person". Business records: kept for as long as the business keeps its book. A book's owner can download a complete copy at any time from Settings (every record, and every document). To have a book erased its owner writes to us; we then remove its database and documents from our servers within one month, and from our copies as they expire: nightly copies are kept for 30 days and encrypted off-site copies for 35. Because they are accounting records, a business may be obliged by HMRC to keep them for six years — that is the business's decision, not ours. Records of who opened a link a business shared (their address and browser) are kept with the link and go with the book. Server logs are kept only in a rotating buffer of recent activity and are not used for analytics.
Security
All traffic is encrypted in transit. Sign-in can be protected by a second factor (a passkey): owners are encouraged to add one, and the operator's own console requires it. Bank and provider secrets are encrypted at rest; the key is kept in a separate file from the databases, is left out of the encrypted off-site copies, and can be rotated. Access to servers is over a private network only. Every change to your books is recorded in an audit log. We will tell you and, where the law requires, the ICO, without undue delay if a breach affects your data.
Your rights
You can ask us for a copy of your personal data, ask us to correct or delete it, object to or restrict processing, and take your data elsewhere — an owner can download a full copy of a book from within LilaCRM at any time. Write to info@liladevelopment.com; we answer within one month. If you are unhappy with our answer you can complain to the Information Commissioner's Office at ico.org.uk. Where we act as processor for a business, requests about that business's records are passed to the business, which is responsible for answering.
Cookies
LilaCRM sets one cookie to keep you signed in and one to remember which book you were last in. Nothing is used for advertising or tracking, and there are no third-party cookies.
Changes
When this policy changes we update the date at the foot of this page and, for material changes, tell signed-in users on their next visit.
Lila Software Development Ltd, company 17461121, registered in England and Wales; Hampshire, United Kingdom. ICO registration ZC250958. Last updated 27 October 2026.