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This Data Processing Addendum (“Addendum”) forms part of the Terms of Service between Call Me Booked (“Call Me Booked”, “we”, “us”) and the Client (“you”). It applies automatically to every Client and to any free missed-call check. If it conflicts with the Terms on the handling of personal information, this Addendum wins.

1. Definitions

• Client Personal Information means personal information about your customers, callers, staff and crews that we collect, use, store or disclose on your behalf in providing the Service.
• Privacy Laws means the Personal Information Protection and Electronic Documents Act (PIPEDA), the Personal Information Protection Acts of Alberta and British Columbia, Québec's Act respecting the protection of personal information in the private sector, Canada's Anti-Spam Legislation (CASL), and US federal and state privacy and messaging laws, to the extent each applies.
• Incident means any loss of, unauthorized access to or disclosure of Client Personal Information, including a breach of security safeguards or a confidentiality incident as those terms are used in Privacy Laws.

2. Roles

You are responsible for Client Personal Information under Privacy Laws. We act as your service provider (a “service provider” or “processor” under US state laws). We are separately responsible for information we use for our own purposes as described in our Privacy Policy, such as anonymized statistics and securing the Service.

3. How we use Client Personal Information

We use Client Personal Information only to provide, secure and support the Service for you, following your documented instructions (including your settings in the Service), and as required by law. We will not sell it, rent it, share it for cross-context behavioural advertising, or use it for any purpose outside our relationship with you, and we will not combine it with information from other sources except as needed to provide the Service. We do not use it, and we do not allow our subprocessors to use it, to train, fine-tune or improve any artificial-intelligence model. If we believe an instruction breaks Privacy Laws, we will tell you. Providing the Service includes recognising your returning callers from your customer records (their number, then a detail they confirm, such as a house number or postal code) so the assistant doesn't ask again for details you already hold; you can turn this off in Settings, and only records within your retention period are used.

4. Confidentiality

Everyone who works on Call Me Booked is bound by confidentiality and can access Client Personal Information only as their role requires. Our staff can see it only when you allow support access in the Service (for up to 24 hours, read-only unless you allow changes, and you can end it at any time) or, in a security emergency, with the reason recorded and you told by email. Every access is logged and shown to you in Settings.

5. Security

We maintain the security measures described in Schedule B and review them at least once a year. We may improve them over time but will not reduce the overall level of protection.

6. Subprocessors

You authorize the subprocessors listed in Schedule A, which our list of subprocessors keeps current. Each is bound by a written contract that protects Client Personal Information at least as well as this Addendum requires, and we require each not to use it for its own purposes, including training or improving any model; the list shows when each confirmed this in writing. We will give you at least 30 days' notice by email before adding or replacing a subprocessor. If you reasonably object on privacy grounds, you may cancel before the change takes effect and we will refund the unused whole months of any prepaid fees. We remain responsible for our subprocessors' work.

7. Transfers outside Canada and Québec

Schedule A shows where each subprocessor processes data. Before Client Personal Information about Québec residents is sent outside Québec, we assess the privacy risks (its sensitivity, the purpose, the protections in place and the legal regime of the destination) and rely on written agreements. On request, we will share our assessment to help you meet your own obligations.

8. Requests from individuals

• If we receive a request from one of your customers to access, correct, export or delete their information, we will pass it to you within 5 business days unless it is clearly for us.
• The Service lets you find, correct, export (in a structured, commonly used format) and delete a person's records.
• For decisions the assistant makes automatically, we keep a record of the information used and the rule or factor that decided the outcome for at least 1 year, and we route replies of REVIEW to your office queue so a member of your staff can review the decision.

9. Incidents

• We will notify you without undue delay, and in any case within 72 hours after we become aware of an Incident affecting your Client Personal Information.
• Our notice will include what we know at the time: what happened, the kinds of information and approximate number of people affected, the likely consequences, the steps we have taken, and who to contact. We will update you as we learn more.
• We will take reasonable steps to contain the Incident and help you notify affected individuals and regulators where you are required to.
• We will not notify your customers or regulators about an Incident involving your Client Personal Information without first consulting you, unless the law requires us to.
• We keep a register of every Incident for at least 24 months.

10. Messaging consent records

You will give us the consent basis for each contact you upload, as set out in section 4 of the Terms. We keep consent records and opt-outs as described in our Privacy Policy, block marketing messages that our records show are not permitted, and apply opt-outs across every channel. You remain responsible for the accuracy of the consent information you provide.

11. Assessments and audits

We will give you information reasonably needed to complete a privacy impact assessment or transfer assessment about the Service. Once a year on request, we will complete a reasonable security questionnaire and provide summaries of our main subprocessors' security reports where they make them available. Any further audit is at your cost, on 30 days' notice, during business hours and subject to confidentiality.

12. Return and deletion

While you are a Client, we keep Client Personal Information for the periods set out in our Privacy Policy. For 60 days after your service ends you can download your data or ask us to export it. We then delete Client Personal Information within 90 days of the end of your service, except where the law requires us to keep it. Data from a free missed-call check is deleted 30 days after the check ends unless you sign up.

13. Liability and term

This Addendum is subject to the limitation of liability in the Terms. It lasts for as long as we hold Client Personal Information.

Schedule A — Subprocessors

Schedule B — Security measures

• Encryption of data in transit and at rest.
• Separation between Clients enforced inside the database, so each Client can see only its own data.
• Role-based access for owners, office staff, estimators and crews, and an audit log of changes to settings and records.
• Two-step sign-in on all of our administrative accounts, and staff access limited to what each role needs. Our staff open a Client's records only with the Client's support-access approval or, in a security emergency, with the reason recorded and the Client told; every access is logged and shown to the Client.
• Card numbers are never stored by us; they are entered on and kept by Stripe.
• Retention periods applied automatically, with deletion when they end.
• Security and privacy review before adding a new subprocessor or system that handles personal information.
• A written incident response plan and an incident register.