Privacy policy
Last updated 2 October 2026
This policy covers the AEY Vision monitoring service at aeyvision.com and the AEY Vision mobile app for Android and iOS. AEY Vision is run by AEY Vision Limited (registered in England and Wales, company number 17224921, registered office 25 Pierston Avenue, Blackpool, FY2 9UT), and provides the service to monitoring centres, installers and their customers. Where your monitoring centre or installer set up your account, they decide how your sites are monitored and are responsible for that monitoring; we process data on their behalf to provide it.
What we collect
- Account details — your name, email address and a hashed password, and which sites you can see.
- Camera footage and alarms — frames and short clips from the cameras at your sites when an alarm is raised, the result of our analysis, and what the monitoring centre did about it (the alarm timeline).
- Your phone— for the mobile app: a random install identifier, the phone's model name, the app version, the push notification token your phone gives us, and which kinds of notification you have switched on.
- Calls — when you call the monitoring centre from the app, or they call you, we keep who called whom, when, about which alarm or site, and how long it lasted, and we record the call's audio. Calls are recorded so the monitoring centre has a full record of how each alarm was handled; the app tells you so on every call. If you switch on automated alarm calls, the app reads each new alarm out to you and listens for whether you want to be put through to an operator: we keep what was read out, what you said in reply, and a recording of your reply.
- Usage logs — technical logs of requests to our servers (such as IP address and time), kept for security and troubleshooting.
The face watchlist
Shops that switch it on compare the faces of people coming in with a watchlist of people shops on AEY Vision saw steal, threaten or attack them. AEY Vision Limited and each of those shops are joint controllers of the watchlist. If you work at such a shop, your face is compared like anyone's and discarded unless it matches an entry; when you add someone to the watchlist or decide a match, your name and what you did are recorded, so the watchlist can be shown to have been used properly. How it works, who can be on it, how long everything is kept and how anyone can ask about it is at aeyvision.com/face-recognition.
Microphone
The app asks for microphone access only for calls: so you can talk to the monitoring centre during a call you place or answer, and, if you have automated alarm calls switched on, to hear whether you want to be put through. The microphone is never used outside a call. What is said on a call is recorded, as described above. In the web console, an operator’s microphone is used only while they hold Talk on an alarm, to speak through the site’s speakers; that recording is played once and not kept.
How we use it
- To show you your cameras, alarms and camera health, and to let you call the monitoring centre.
- To notify you about alarms, keyholder call updates and camera faults at your sites.
- To keep the audit record a monitoring centre is required to keep for each alarm.
- To secure the service and fix problems.
We do not sell personal data, and we do not use it for advertising.
Who it is shared with
- The monitoring centre and installer responsible for your sites, and other people on your account.
- Service providers that run parts of the service for us: our hosting provider, Google Firebase Cloud Messaging and Expo (to deliver push notifications), and our video analysis infrastructure.
- The police, when a monitoring centre reports a confirmed alarm, or when the law requires it.
How long we keep it
Alarm footage, and the recordings of calls about an alarm, are kept for the retention period your monitoring centre sets (90 days unless they have chosen otherwise), and deleted with the alarm. Other alarm and call records are kept as long as the monitoring centre's audit obligations require. Your phone's details are removed when you sign out of the app. Your account is kept until it is closed.
Your rights
You can ask for a copy of your personal data, ask us to correct or delete it, or object to how it is used, by emailing hello@aeyvision.com. If your account was set up by a monitoring centre or installer we may pass your request to them. You can also complain to the Information Commissioner's Office (ico.org.uk).
Security
Everything is sent over encrypted connections. Sessions are kept in your phone's secure keychain, and passwords are stored only as salted hashes.
Children
The service is for businesses and adults responsible for monitored sites, not for children.
Changes
We will update this page when this policy changes, and change the date at the top.