Privacy Policy

1. Who we are and what this covers

Linekeeper provides an AI receptionist that answers phone calls for businesses (our “customers”). This policy covers personal information about:

• Customers and their team members who use our dashboard;
• Callers who phone a customer’s number answered by the Service;
• Website visitors; and
• Business contacts we approach about the Service.

2. Our role for callers’ information

We handle callers’ information on behalf of the business they called, as its service provider. That business decides why it is collected and how it is used, and is responsible for it under privacy law. If you called a business that uses the Service and have a question or request about your information, please contact that business first. You can also contact us and we will pass your request on and help them respond. For information about our customers, their team members, website visitors and business contacts, we are the organization responsible.

3. What we collect

From customers and their teams

• Account and business details: name, email address, phone number, business name, address and details, role, settings, and invitations to team members.
• Billing: plan, payment status and invoices. Card details are collected and stored by our payment provider; we never receive full card numbers.
• Support: what you send us when you ask for help.
• Agreement records: which versions of our Terms and this policy you accepted, when, and the IP address and browser you used — kept as evidence of the agreement.

From callers, on behalf of our customers

• Phone number, the time and length of the call, and what is said during it. Call audio is processed live to hold the conversation.
• Transcripts and AI-written summaries of the call, and details the caller gives such as name, address, the service needed, preferred appointment times and how urgent it is.
• Call recordings, only if the business has turned recording on — callers are then told at the start that the call may be recorded.
• Text messages sent to the caller after the call, only if the business has turned that on.

From anyone who writes to us

• What you send through the form on our contact page or by email: your name, email address, the business you mention and your message, so we can answer you.

Calendars and connected tools

• If a customer connects Google Calendar: the Google account email, access credentials (stored encrypted), the times the calendar is busy, and the events the receptionist creates. See section 12.
• If a customer connects another tool (for example through a webhook to Make or Zapier), the lead and call details they choose to send it.

Technical and website information

• Security and operations: IP addresses (used for security, rate limiting and agreement records), browser and device type, sign-in times, error logs and a log of sensitive account actions.
• Website visits: counted by our own system, with no third-party analytics or advertising trackers: the page, the referring site or campaign, country and device type. Visitors are counted with a code that changes every day and is not stored with an IP address.

Business contacts

When we approach businesses about the Service, we keep business contact information — usually from public sources such as business listings and websites — such as the business name, phone number, email, website and city, with notes of our conversations.

4. How we use it

• To provide the Service: answer calls for our customers, capture what callers need, send alerts, book or request appointments, and send information to tools customers connect.
• To bill customers and manage subscriptions.
• To provide support and communicate about accounts and the Service (for example security notices, billing and changes to our terms).
• To keep the Service secure, prevent fraud and abuse, and troubleshoot problems.
• To improve the Service, using de-identified or aggregated information where possible.
• To understand how people find our website and measure our sales efforts.
• To send marketing to businesses where permitted by law; every message has an unsubscribe option.
• To comply with the law, enforce our terms, and establish or defend legal claims.

We use personal information only for the purposes we describe, or for purposes a reasonable person would consider appropriate in the circumstances, and with consent where the law requires it.

5. AI and automated processing

Calls are handled by automated speech recognition, an AI language model and a synthetic voice operated by our service providers. The receptionist always tells callers it is an AI assistant. It writes summaries, estimates how urgent a request is and, if the business uses call screening, may recognise a call as unwanted (for example a sales pitch or a recorded message) and end it politely. Businesses can review screened calls and block or unblock numbers. If you believe your call was handled wrongly, contact the business you called; a person at the business can review it.

We do not use personal information to train AI models. Our voice platform has opted calls out of its speech-recognition provider’s model-improvement program. Our providers process call content to provide their services to us and may keep logs for a limited time under their own terms, for example to detect abuse.

6. Who we share it with

We do not sell personal information and do not share it for advertising. We share it only:

• with the business whose number was called (for callers’ information);
• with the service providers below, who process it for us under agreements that limit their use of it;
• with tools a customer chooses to connect;
• where required by law, or to protect the rights, safety or property of anyone;
• with a buyer or successor if our business is sold or reorganized, under equivalent protections; and
• with your consent.

7. Where information is stored

Personal information is stored and processed in the United States, and may be processed in other countries where our providers operate. For people in Canada, this means it is held outside Canada. While there, it is subject to those countries’ laws and may be accessible to their courts, law enforcement and national security authorities. We use contracts and other measures with our providers to protect it.

8. How long we keep it

• Call transcripts: 90 days by default, then deleted automatically. Each business can choose a period from 1 day to 2 years.
• Call recordings (only if turned on): 30 days by default, then removed from the Service. Each business can choose up to 1 year. Our voice platform keeps its own copy only as long as its retention allows.
• Leads, contacts, appointments and call summaries: until the business deletes them or deletes its account.
• Deleted businesses: all data is erased 30 days after the owner asks for deletion.
• Billing records: as long as tax and accounting laws require (generally six to seven years).
• Agreement records: for the length of the relationship and the period in which legal claims can be made.
• Technical logs: provider event logs for up to 90 days; security logs as long as needed to protect the Service.
• Business contacts: until they are no longer needed or you ask us to delete them.
• Messages sent to us: until we have dealt with them, then for two years (for example, as a record of a privacy request we answered).
• Website visit counts: about two years. They contain no IP address or name.

When information is no longer needed, we delete it or make it anonymous.

9. Security

We protect personal information with safeguards appropriate to its sensitivity, including encryption in transit, encrypted storage of calendar credentials, separation of each customer’s data at the database level, access controls, and logs of sensitive actions. Our staff tools do not show call transcripts or recordings. No system is perfectly secure. If a breach of security safeguards creates a real risk of significant harm, we notify the people affected and the regulators as the law requires, and we notify our customers about breaches involving their callers’ information.

10. Your rights and choices

• You can ask to see the personal information we hold about you, ask how it has been used and shared, and ask us to correct it.
• You can withdraw consent, subject to legal and contractual limits; we will tell you what that would mean (for example, that we could no longer provide the Service).
• You can ask us to delete your information, or, where the law provides it, to receive it in a structured, commonly used format.
• Customers can view, export, correct and delete their records in the dashboard, and delete their business in Settings.
• You can unsubscribe from marketing emails using the link in each one, and stop text messages by replying STOP.

To make a request, contact us (see section 16). If you called one of our customers, please contact that business first. We may need to verify your identity, and we respond within 30 days, or tell you if we need longer as the law allows.

If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada, or the privacy regulator in your province, such as the Commission d’accès à l’information du Québec, or the Information and Privacy Commissioner of Alberta or of British Columbia.

In the United States. These rights are open to you wherever you live, including the rights some US states give their residents (such as California, Colorado, Connecticut, Virginia and Texas) to know, access, correct and delete personal information. We do not sell personal information, do not share it for cross-context behavioural advertising, and do not use it to profile you. If we decline a request, you can appeal by replying to our answer; if you remain unsatisfied, you can contact your state attorney general. We will not treat you differently for using these rights. An authorized agent may make a request for you with your signed permission.

11. Cookies and similar technologies

We use a small number of first-party cookies and no advertising or cross-site tracking cookies:

Pages operated by our providers, such as the payment page, may use their own cookies. Your browser lets you block or delete cookies; the dashboard needs the sign-in cookies to work. Talking to the receptionist in your browser uses your microphone only while the call is on and only after you allow it.

12. Google user data

If a customer connects Google Calendar, we ask Google for permission to see when that calendar is busy and to create and manage events on calendars the account owns. We use this only to check availability during calls, to add, update or cancel the visits our receptionist books, and to show the customer their week on the Google Calendar page of their dashboard (event names are shown only to the business's owners and administrators; the rest of the team sees “Busy”). Events shown there are read from Google when the page is opened and are not stored. We do not use Google user data for advertising, do not sell it, do not use it to train AI models, and do not let people read it except with the customer’s permission, for security or legal reasons, or in aggregated, anonymous form for running the Service. The customer can disconnect at any time in Settings or in their Google account’s security settings; we then delete the stored credentials.

Linekeeper’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.

13. Text messages

We send text alerts to customers and team members who choose to receive them, and texts to callers only when the business has turned that on and only about the call they made. Reply STOP to any message to stop receiving them. We use phone numbers only for these messages, never for marketing, and keep a record of opt-outs.

14. Children

The Service is for businesses and is not directed to children. Businesses are responsible for calls they receive from minors.

15. Changes to this policy

We may update this policy. The effective date and version at the top show when it last changed. For material changes we will tell customers by email or in the dashboard before they take effect, and ask them to accept the update.

16. Contact and privacy officer

Our Privacy Officer is responsible for our compliance with this policy and privacy law. Contact the Privacy Officer, Linekeeper, at support@linekeeper.ca. Customers can also use the Support page in the dashboard.