Sinew privacy policy
Last updated: 22 October 2026
Sinew helps marketing agencies see which of their clients are at risk of leaving, from the results the agency delivers for each client. Sinew is made by PJM Apps Ltd, a company registered in Scotland (company number SC893991, registered office 137 Dunbeath Drive, Glenrothes, Scotland, KY7 4PN). Contact: privacy@usesinew.com.
The short version
- Sinew never stores personal data about your clients' leads, patients or customers. It reads activity from HighLevel in memory and keeps only daily counts, rates and timings.
- Everything Sinew stores is held in London (Google Cloud,
europe-west2). - Call transcripts, if you use call summaries, are deleted after the summary is written, and summaries are written without patient names or health details.
- Uninstalling Sinew deletes your agency's data within 30 days.
- We do not sell data, show ads, or use your data to train AI models.
Who is responsible for what
- For the information Sinew reads from your HighLevel account about your clients, your agency is the controller and PJM Apps Ltd is your processor. We only use it to provide Sinew to you, under our data processing agreement.
- For the information about you and your colleagues that we need to run your account (your name, email, role and how you use Sinew), PJM Apps Ltd is the controller.
What Sinew holds about agency staff (we are the controller)
| Data | Why | Kept for |
|---|---|---|
| HighLevel user ID, name, role and agency ID | To sign you in from HighLevel and show what you are allowed to see | While your agency uses Sinew |
| Email addresses you choose for alerts and the weekly digest | To send them | Until removed, or uninstall |
| Settings changes (who changed what, when) | Audit trail for your agency | 2 years |
| Billing status from HighLevel (plan, trial, payment status) | To provide the plan you pay for | While installed, then as tax law requires |
| Technical logs and error reports, with IDs only | To keep Sinew running and fix faults | 30 days |
| The network address of each request to Sinew, in Google Cloud's own request logs | To keep Sinew running and secure | 30 days (Google Cloud's default log retention) |
| After a sign-in that fails, a scrambled code made from your network address, not the address itself | To block repeated forged sign-in attempts | Up to 2 days |
Our lawful basis is the contract with your agency (to provide the service) and our legitimate interest in keeping it secure and working.
What Sinew processes for your agency (we are your processor)
- Client accounts: each HighLevel sub-account's name, timezone, and the details you enter (monthly fee, account manager, the contact in your own CRM that represents the client).
- Daily activity totals per client: for example new leads, leads per lead source, minutes to first reply, appointments booked, shown and missed, messages left unanswered, whether the client replied to you. These are counts and timings, not records about people.
- Scores, reasons, alerts and briefs that Sinew calculates from those totals.
- Call summaries of your calls with your clients, if you turn them on, and the transcripts they are made from while they are being processed (encrypted, and for 24 hours at most).
- Encrypted access tokens for your HighLevel account, encrypted with keys held in Google Cloud KMS.
What Sinew never keeps
To count leads and replies, Sinew has to read contacts, conversations and appointments from HighLevel. It reads only IDs, timestamps, lead source, contact tags (to apply your lead filter) and message direction, works them out in memory, and stores nothing but the daily totals above. Names, phone numbers, email addresses, message text and appointment notes of your clients' customers are never stored and never sent to any AI model.
AI
Sinew uses Anthropic's Claude models to write call summaries and pre-call briefs, to label client messages (for example spotting a cancellation request), and to answer questions asked in Ask Sinew.
- Briefs are written only from figures Sinew already calculated; no personal data is sent.
- Call summaries send the transcript of a call between your agency and your client. A transcript can mention a patient in passing. Before it is sent, Sinew removes email addresses, phone and ID numbers and dates of birth; the summary is instructed and tested to leave out patient names and health details; and the transcript is deleted once the summary is saved. You can switch call summaries off for any client (Settings, Clients, "Call summaries").
- Ask Sinew sends the question someone at your agency types, with the figures Sinew already calculated for the clients that person can see. Client and account-manager names are replaced with codes before sending; email addresses, phone and ID numbers and dates of birth are removed from the question; the question box asks you not to type patient details. Questions and answers are not stored.
- Anthropic's commercial terms say it may not train models on content sent to it through its services, and Sinew's Anthropic account runs under a business associate agreement (BAA).
Where data is stored and who else processes it
Sinew's database and servers are in London (Google Cloud, europe-west2). A few specialist providers process data for us, listed with their locations at https://sinewcsm.web.app/legal/sub-processors.html. Where data leaves the UK, it is protected by the UK Extension to the EU-US Data Privacy Framework (Resend and Sentry are certified) or by the EU Standard Contractual Clauses with the UK Addendum (Anthropic, and Resend as well).
How long we keep it
- Daily activity totals and scores: 13 months, enough for a year of history and a year-on-year comparison.
- Call summaries and briefs: 2 years, or until you delete them.
- Transcripts: deleted after processing, and never kept beyond 24 hours. While they wait, they are kept apart from everything else and never included in backups.
- When your agency uninstalls Sinew, everything about your agency is deleted within 30 days, except billing records we must keep by law. Your agency's owner can also delete everything at once, at any time, from Settings ("Delete your agency's data"). Daily backups are kept for 7 days, so deleted data is also gone from every backup within 7 days.
Security
Access tokens are encrypted with envelope encryption (AES-256-GCM data keys wrapped by Cloud KMS). Webhooks from HighLevel are checked against HighLevel's signature before they are used. Each signed-in person can read only their own agency's data, enforced in the database's security rules. Logs and error reports carry IDs, never names, emails, messages or transcripts. Sinew asks HighLevel for the smallest set of permissions it needs, and writes only notes and tasks, and only in your agency's own sub-account.
Your rights
Under UK GDPR you can ask to access, correct, delete or move your personal data, object to or restrict how we use it, and complain to the Information Commissioner's Office (ico.org.uk). For data your agency controls (anything about its clients), please ask your agency; we will help them answer. Contact privacy@usesinew.com for anything else. We reply within one month.
Changes
If we change this policy in a way that matters, we will tell each agency's account owner by email at least 30 days before it takes effect.
PJM Apps Ltd, registered in Scotland, company number SC893991. Questions: privacy@usesinew.com.