Privacy Policy
1. Introduction
Callsaway ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our SMS automation platform ("Service"). We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.
2. Information We Collect
2.1 Account Information
- Name, email address, and password when you register.
- Business name, phone number, timezone, and website URL.
- Billing information processed securely through Stripe (we do not store credit card numbers).
2.2 Caller Information
- Phone numbers of callers who contact your business.
- SMS message content exchanged during automated conversations.
- Names and contact details provided by callers during conversations.
- Appointment and callback request details.
2.3 Usage Data
- Log data (IP address, browser type, pages visited, timestamps).
- Service usage metrics (conversation counts, appointment volumes).
3. How We Use Your Information
- To provide and operate the Service, including sending SMS messages on your behalf.
- To process payments and manage your subscription.
- To improve and personalize the Service.
- To communicate with you about your account, updates, and support.
- To comply with legal obligations.
4. AI Processing
Our Service uses artificial intelligence (OpenAI) to generate SMS responses to your callers. Message content is sent to our AI provider for processing. We do not use your business data or caller conversations to train AI models. AI-generated responses are based on the knowledge base and settings you configure.
5. Third-Party Services
We share information with the following third-party services as necessary to operate:
- Twilio — SMS delivery and phone number provisioning. Subject to Twilio's privacy policy.
- OpenAI — AI conversation processing. Subject to OpenAI's data usage policies.
- Stripe — Payment processing. Subject to Stripe's privacy policy. We do not store payment card details.
- Google Calendar — Calendar integration (optional). Subject to Google's privacy policy.
6. Data Storage and Security
- Data is stored on servers located in Canada and/or the United States.
- We use industry-standard encryption (TLS/SSL) for data in transit.
- Database access is restricted and monitored.
- We conduct regular security reviews of our infrastructure.
7. Data Retention
- Account data is retained while your account is active and for 30 days after deletion.
- Conversation and message data is retained for 12 months, after which it is anonymized or deleted.
- Billing records are retained as required by Canadian tax law (typically 7 years).
8. Your Rights
Under PIPEDA, you have the right to:
- Access the personal information we hold about you.
- Request correction of inaccurate information.
- Withdraw consent for data processing (which may affect Service availability).
- Request deletion of your data, subject to legal retention requirements.
- File a complaint with the Office of the Privacy Commissioner of Canada.
9. Cookies
We use essential cookies for session management and authentication. We use localStorage for theme preferences. We do not use third-party tracking cookies or advertising pixels.
10. CASL Compliance
SMS messages sent through our Service are transactional in nature (responding to caller-initiated contact). As the business owner, you are responsible for ensuring your use of the Service complies with Canada's Anti-Spam Legislation (CASL).
11. Children's Privacy
The Service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children.
12. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be communicated via email or dashboard notification. The "Last updated" date at the top reflects the most recent revision.
13. Contact Us
For privacy-related questions or to exercise your rights under PIPEDA, contact our Privacy Officer:
Email: [email protected]
Mail: Callsaway Privacy Officer, Canada