NoMissedJobs Privacy Policy

Effective date: [EFFECTIVE DATE]
Who we are: [LEGAL ENTITY], operating as NoMissedJobs ("NoMissedJobs", "we", "us", "our"), [MAILING ADDRESS].
Privacy Officer: [PRIVACY OFFICER NAME AND TITLE], [email protected], [MAILING ADDRESS].

1. Summary

• NoMissedJobs answers phone calls and texts for trade businesses (plumbers, heating and HVAC, electricians, roofers) using AI voice technology.
• If you called or texted a business that uses NoMissedJobs, that business is responsible for your information. We handle it on the business's behalf as its service provider. Contact the business first with questions or requests; we'll help them respond.
• Every call starts with a notice that you're speaking with an AI assistant and that the call is recorded and transcribed to handle your request.
• Where your information goes. Some of our service providers process information outside Canada, mainly in the United States, including for live call handling. Our main servers are hosted in Canada [confirm once production is live in Montréal/Toronto]. Information in another country may be accessible to its courts, law enforcement and national security authorities.
• Recordings are kept for 90 days by default. Each business can choose between 30 and 365 days.
• We don't sell personal information. We don't use callers' information for our own marketing.
• Texts: reply STOP to any text to opt out. Reply C to cancel an appointment.

2. Who this policy covers and our two roles

2.1 When we are responsible. We are the organization responsible for personal information about:

• our customers (trade businesses) and the people who use our service for them: owners, staff, technicians and on-call contacts;
• visitors to nomissedjobs.ca and people who contact us;
• business contacts we reach out to about our service.

2.2 When we act for a business: callers and texters ("End Callers"). When you call or text a business that uses NoMissedJobs, that business decides why and how your information is collected and used. We process it only to provide our service to that business, under our agreement with them, including our data processing terms. That business's own privacy policy also applies to you.

If you contact us directly about End Caller information, we'll pass your request to the business, unless the law requires otherwise, and help the business respond.

3. What we collect

3.1 From our customers

• Name, business name, business address, email, phone numbers, including on-call and alert numbers for technicians.
• Login details (passwords are stored in hashed form).
• GST/HST number.
• Settings: hours, service area postal codes, services, fees the assistant may mention, emergency rules.
• Support messages.
• Billing information, handled by Stripe. We don't store full card numbers.
• Plan usage, such as the call minutes used each month, to bill for the plan and send usage alerts.
• Usage and security logs: IP address, device and browser information, sign-in times.

3.2 About End Callers (on behalf of the business)

• Phone number and call details: time, duration, outcome.
• Voice recording of the call, a transcript and an automated summary.
• Name, service address and postal code, a description of the problem and its urgency, and any photos you text.
• Appointment details, including cancellations.
• Text messages to and from the business's NoMissedJobs number, plus your texting preferences (for example, whether you replied STOP).
• If the business connects Google Calendar: appointment details written to the business's own calendar.

3.3 From website visitors

• Basic server logs (IP address, browser, pages visited).
• [Describe cookies and analytics tools, or state "We do not use analytics or advertising cookies."]

3.4 Business contacts (our marketing)

• Business contact details published by the business (for example on its website or in a directory), with where and when we found them.
• Our communications with them.
• Their contact preferences, including do-not-contact requests.

4. Why we use it

4.1 Customer information

• To provide the service: set up phone numbers and forwarding, answer calls, send alerts, show the dashboard.
• Billing, support and security.
• Service messages.
• To improve the service.
• Relevant marketing to business contacts, with an unsubscribe option in every message.
• To meet legal obligations such as tax records.

4.2 End Caller information, on the business's instructions

• Answer the call and understand the request.
• Assess urgency and give basic safety guidance (for example, to call 911).
• Check whether the address is in the business's service area.
• Book, change or cancel appointments.
• Send booking confirmations and reminders.
• Send "sorry we missed you" texts after missed or dropped calls.
• Alert the business and its on-call technician, and connect the call to them when the business's rules say so.
• Let the business review recordings and transcripts.
• Prepare invoice drafts for the business.
• Troubleshooting and quality: we may review calls to fix problems or when the business asks for support.
• Detecting spam and abuse.

4.3 What we don't do

• We don't sell personal information.
• We don't use End Caller information to market our own services, or send End Callers promotional texts.
• We don't allow End Caller recordings or transcripts to be used to train third-party AI models [confirm the data-use and retention settings in the xAI and ElevenLabs agreements].
• We may use de-identified, aggregated information (for example, call counts and average call length) to run and improve the service.

5. Consent

Customers. You consent by creating an account and using the service. You can opt out of our marketing emails at any time.

End Callers. The business using NoMissedJobs is responsible for getting any consent it needs. To support this:

• Every call begins with a notice that you are speaking with the business's AI assistant and that the call is recorded and transcribed to help with your request. If you continue the call, you consent to those purposes.
• If you don't want to be recorded, you can hang up and text the same number instead, or contact the business another way.
• Texts:
  • We send texts that confirm or remind you about an appointment you booked, or that follow up on a call you made to the business.
  • We ask whether we may text you during the call.
  • Reply STOP at any time to stop texts from that number; reply START to resume.
  • Standard message and data rates may apply.

Withdrawing consent. You can withdraw consent at any time, subject to legal or contractual limits. Contact the business, or us for customer information. If you withdraw, some things may not be possible, such as booking by phone or getting text reminders.

6. AI and automated processing

• Calls are answered by AI voice systems: xAI (primary) and ElevenLabs (backup if the primary is unavailable).
• The assistant never claims to be human.
• The assistant follows rules each business sets: hours, service area, what counts as an emergency, fees it may mention. It can make mistakes.
• Businesses review bookings and can contact callers directly.
• The assistant does not make decisions about you that have legal or similarly significant effects. It schedules service requests and passes urgent calls to people.
• NoMissedJobs is not an emergency service. The assistant can tell callers to contact 911, but it doesn't contact 911 or dispatch emergency services.

7. Service providers and where information is processed

We use the service providers below. Each is bound by contract to protect personal information and to use it only to provide services to us [confirm the terms of each vendor agreement].

Outside Canada.

• Personal information processed by a provider outside Canada is subject to the laws of that country. It may be accessible to that country's courts, law enforcement and national security authorities.
• You can request written information about our policies and practices for service providers outside Canada, and ask questions about how those providers collect, use, disclose or store personal information for us. Contact our Privacy Officer, [PRIVACY OFFICER NAME AND TITLE], at [email protected].

Google user data. Our 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.

8. When we share information

We share personal information only:

• with the service providers above, to run the service;
• with the business you called or texted, since the information is theirs;
• when required or allowed by law, for example a valid court order, or to protect someone's safety;
• in a business transaction (for example a sale or merger), under confidentiality obligations, with notice where required;
• with your consent.

9. How long we keep it

10. How we protect it

We use administrative, technical and physical safeguards suited to the sensitivity of the information, including:

• encryption in transit;
• encryption at rest [confirm];
• role-based access, limited to people who need it;
• recordings are played back through our servers, only to signed-in users of that business; we don't hand out direct links to recording files;
• audit logs;
• confidentiality obligations for anyone with access;
• security review of our service providers.

No system is perfectly secure. We'll tell affected businesses and people about serious incidents as described in section 12.

11. Your rights

11.1 Customers and business contacts

• You can ask to access or correct the personal information we hold about you by writing to [email protected].
• We may need to confirm your identity.
• We'll respond within 30 days under PIPEDA, or 45 days under Alberta's PIPA (which can be extended in limited cases). We'll tell you if we need more time and why.

11.2 End Callers

• Please send access or correction requests to the business you called.
• If you contact us, we'll forward your request to the business and help them respond within the legal time limits.

11.3 Complaints

• Contact our Privacy Officer first; we'll try to resolve your concern.
• You can also contact the Office of the Privacy Commissioner of Canada (priv.gc.ca) or the Office of the Information and Privacy Commissioner of Alberta (oipc.ab.ca).

12. Privacy breaches

Breaches involving information we're responsible for. If a breach creates a real risk of significant harm, we will:

• report it to the Office of the Privacy Commissioner of Canada;
• notify the affected people;
• notify the Office of the Information and Privacy Commissioner of Alberta without unreasonable delay, where required;
• keep records of breaches as the law requires.

Breaches involving End Caller information. We'll notify the affected business without undue delay, and within [72] hours of confirming the breach [founder to confirm]. We'll give them the information they need to meet their own obligations.

13. Text messages

• Texts are sent on behalf of the business you called: booking confirmations, reminders, "sorry we missed you" follow-ups, and requests for photos of the job.
• Each text identifies the business and ends with "Reply STOP to opt out". Once enabled, it also links to a page for that business (nomissedjobs.ca/i/{business}) with the business's contact details and mailing address.
• Reply STOP to opt out, START to opt back in, and C to cancel an appointment. If you reply CANCEL, the appointment is cancelled, and because CANCEL is also a standard texting opt-out word, your number is opted out of texts from that number.
• We don't send promotional texts to callers.

14. Children

Our service is for businesses and isn't directed to children. If a child's information is collected through a call to a business, the business is responsible for handling it appropriately.

15. Changes

We'll post updates here and change the effective date. For material changes, we'll notify our customers by email at least [30] days before they take effect.

16. Contact

Privacy Officer: [PRIVACY OFFICER NAME AND TITLE]
Email: [email protected]
Mail: [LEGAL ENTITY], [MAILING ADDRESS]