Privacy Policy

01Who this policy covers

• Our customers — businesses and their team members who sign up for and use MyCallDesk. For their account information we are responsible for the data.
• Callers and texters — people who call or text a business that uses MyCallDesk. For this information we act as a service provider to that business, which decides how it is used. If you have a question about a call or text with a business, please contact that business first; we will help them respond.
• Website visitors — people who browse our website or try the live demo.

02Information we collect

• Account information: name, email, phone number, password (stored only as a secure hash), role, job title and optional profile photo.
• Business information: business name, services, service area, hours, address, pricing notes and AI agent settings.
• Call and message data: phone numbers, call times and duration, recordings, transcripts, text messages, AI summaries, detected urgency and sentiment, and the leads, customers and jobs created from them (names, phone numbers, service addresses and job details).
• Billing information: plan, invoices and payment status. Card details are collected and stored by Stripe, not by us.
• Technical information: IP address, browser and device type, pages visited and log data, used for security and to run the Service.
• Communications: messages you send to our support team, demo requests and feedback.

03How we use information

• To provide the Service: answer and route calls, reply to texts, capture leads, book and dispatch jobs, and send notifications.
• To create transcripts, summaries and recommended actions using AI models.
• To create and secure accounts, including verifying email addresses and phone numbers with one-time codes.
• To process payments, prevent fraud and enforce our Terms.
• To provide support and send service messages (for example, trial and billing notices).
• To understand and improve the Service using aggregated or de-identified information.
• To send product news and offers, only where permitted, with an easy way to unsubscribe.

We do not sell personal information, share it for cross-context behavioural advertising, or use our customers’ call and message content to train general-purpose AI models offered to others.

04How we share information

We share information only as needed to run the Service:

• With service providers that process data on our behalf under contract, such as telephony and SMS, AI model, payment, email and cloud hosting providers. See our Subprocessors page.
• Within a customer’s account: team members see the calls, leads and jobs their role allows (technicians see only jobs assigned to them).
• When required by law, or to protect the rights, safety and security of our users, the public or MyCallDesk.
• As part of a merger, acquisition or sale of assets, with notice to affected customers.

Mobile phone numbers and SMS opt-in information are never shared with third parties for their own marketing purposes.

05Where data is stored

Our application and database are hosted on Microsoft Azure in the Canada Central region. Some providers, such as our telephony and AI providers, may process information in the United States or other countries. When that happens, the information is protected by contract and may be accessible to authorities under the laws of those countries.

06Data retention

We keep account and business information while your account is active. Call recordings, transcripts, messages and related records are kept while the account is active so you can review your history, unless you delete them sooner. After an account is closed we keep its data for up to 30 days to allow reactivation or export, then delete or anonymize it, except for records we must keep for legal, tax or accounting reasons (for example, invoices).

07Security

We use administrative, technical and physical safeguards, including encryption in transit (HTTPS/TLS), hashed passwords, role-based access controls, signed access tokens and restricted access to production systems. No system is perfectly secure; if we learn of a breach that creates a real risk of significant harm, we will notify affected customers and regulators as the law requires.

08Your rights & choices

Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to withdraw consent, and to object to or limit certain processing. Account users can update most information in the dashboard. To make a request, email support@mycalldesk.net or info@mycalldesk-mail.net. We will verify your request and respond within 30 days. Callers and texters may reply STOP to stop text messages from a business at any time.

If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner of Canada or your local privacy regulator.

09Cookies & analytics

We use a small number of cookies and similar technologies to keep you signed in and to understand how our website is used. Details are in our Cookie Policy.

10Children

The Service is for businesses and is not directed to children under 18. We do not knowingly collect personal information from children.

11Changes to this policy

We may update this policy as the Service changes. We will post the new version here, update the date above, and give notice by email or in the dashboard for material changes.