Call Me Booked
Draft for review. This document is a template prepared for Call Me Booked and has not yet been reviewed by a lawyer. It will be finalized before general availability.

Privacy Policy

Last updated: September 25, 2026

Call Me Booked ("Call Me Booked", "we", "us") provides an AI-powered phone answering, dispatch, estimating and customer-messaging service to home-service businesses such as HVAC, plumbing, electrical and roofing companies (our "Clients"). This policy explains what personal information we handle, why, and the choices you have. We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial and US state privacy laws.

1. Two kinds of people, two roles

  • Our Clients and their staff. When a business signs up, we collect account and billing information. For this information we decide how it is used and we are responsible for it.
  • Our Clients' customers and callers. When you call, text or email a business that uses Call Me Booked, we handle your information on behalf of that business, following its instructions and our agreement with it. The business remains responsible for your information; we act as its service provider. Questions about how a particular business uses your information should go to that business, and we will help it respond.

2. Information we collect

From Clients and their staff

  • Name, business name, email, phone number, job role and login details.
  • Business settings: hours, service area, services, price book, technician roster and on-call schedule, rates.
  • Billing information, processed by our payment provider; we do not store full card numbers.
  • Records of how the service is used, such as sign-ins and changes made, kept in an audit log for security.

From callers and customers of our Clients

  • Phone number, name, service address, email and the details of the problem you describe.
  • Call recordings and transcripts. Calls answered by the AI assistant are recorded and transcribed. Every call begins with a notice that you are speaking with an AI assistant and that the call is recorded.
  • Text messages and emails exchanged with the business, and photos you choose to upload.
  • Service history the business provides to us, such as past jobs, quotes and equipment details.
  • Your marketing-consent status and the date and basis of that consent, and any opt-out requests.

Automatically

  • Technical information needed to run and secure the service, such as IP address, browser type and error logs. We use only essential cookies (for example, to keep you signed in). We do not use advertising cookies.

3. How we use information

  • To answer calls, understand what the caller needs, dispatch emergencies, book appointments and send confirmations.
  • To draft estimates and check invoices, always for review and approval by the business before anything is sent.
  • To send service and, where consent allows, marketing messages on behalf of the business.
  • To produce reports for the business, such as calls answered and revenue booked.
  • To secure the service, prevent fraud and spam, and meet legal obligations.
  • To maintain and improve the service using aggregated or de-identified information. We do not sell personal information, and we do not allow our AI providers to use Client or caller data to train their general-purpose models.

4. Artificial intelligence and your choices

Our AI assistant identifies itself as an AI at the start of every call. You can ask to reach a person at any time. For calls involving immediate danger, such as a gas smell or carbon monoxide alarm, the assistant gives safety instructions from an approved script and alerts the business's on-call staff; it does not attempt to diagnose or book those calls. Estimates prepared with AI assistance are reviewed and approved by the business before you receive them.

5. Messages, consent and unsubscribing

Marketing messages sent through Call Me Booked identify the sending business and include a way to unsubscribe. Reply STOP to any text, or use the unsubscribe link in any email, and you will stop receiving marketing messages from that business across all channels. We record consent and opt-outs as required by Canada's Anti-Spam Legislation (CASL) and the US Telephone Consumer Protection Act (TCPA), and we send messages only during reasonable hours in your time zone.

6. Businesses we contact about our own service

We tell trades businesses about Call Me Booked by email. To do that we collect business contact details that a business has published for business purposes: its name, trade, city, phone number, website, ratings shown on public listings such as Google Maps, and a business email address listed on its own website or in a public directory. We record where we found the email address. We may use AI to read the business's public website to understand what it does and to personalise our email.

  • We send only a few short business emails. Each one identifies us, includes our mailing address and has an unsubscribe link.
  • If you ask for a demo on our website, we use the details you give us (name, company, email, phone, trade and city) only to arrange the demo and follow up on your request.
  • We don't contact a business whose website says it doesn't want unsolicited messages.
  • If you unsubscribe or ask us to stop, we stop within minutes and keep your address on a permanent do-not-contact list so that we never email you again.
  • We delete the records of businesses we're no longer talking to after two years without activity. The do-not-contact list is kept so that we can honour opt-outs.

7. Who we share information with

We share personal information only as needed to provide the service:

  • With the business you contacted, which uses it to serve you.
  • With service providers that help us operate: telephone and text-message carriers, AI language and speech providers, cloud hosting and database providers, email delivery and payment processing. Each is bound by contract to protect the information and use it only to provide services to us.
  • If required by law, or to protect someone's safety.
  • In a merger or sale of our business, subject to this policy.

We never sell personal information.

8. Where information is stored

Our primary database, including call records, customer records and recordings, is hosted in Canada. Some of our service providers (for example, telephone carriers and AI providers) may process information in the United States or other countries while providing their services. When that happens, the information may be accessible to authorities in those countries under their laws. We use contracts and security measures to protect it wherever it is processed.

9. How long we keep information

  • Call recordings: 12 months by default. Each business can choose a shorter or longer period.
  • Transcripts, job and customer records: for as long as the business is our Client, unless it deletes them sooner.
  • Opt-out records: kept for as long as needed to honour your request.
  • When a Client leaves, we return or delete its data within 90 days, except where the law requires us to keep it longer.

10. How we protect information

  • Encryption in transit and at rest.
  • Strict separation between businesses: each Client can see only its own data, enforced inside the database.
  • Role-based access for owners, office staff and technicians, and an audit log of who did what.
  • Least-privilege access for our own staff, with multi-factor authentication.

If a breach of security safeguards creates a real risk of significant harm, we will notify affected individuals, the affected business and the Office of the Privacy Commissioner of Canada as required by law.

11. Your rights

You can ask to access or correct your personal information, or withdraw consent to its use (which may limit the service we can provide). If you are a caller or customer of one of our Clients, you can contact that business directly or email us at privacy@callmebooked.com and we will help. We respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada. Residents of US states with privacy laws may have additional rights, which we will honour.

12. Children

The service is intended for businesses and adults. We do not knowingly collect information from children under 13.

13. Changes to this policy

We will post any changes on this page and update the date above. If a change is significant, we will notify Clients by email before it takes effect.

14. Contact our Privacy Officer

Call Me Booked · Attn: Privacy Officer · 229 Baker St, Waterloo ON N2T 2R4 · privacy@callmebooked.com