Privacy Policy

Effective date: 26 July 2026

1. Who we are

ReCallMe (“ReCallMe,” “we,” “us,” or “our”) provides missed-call recovery, text messaging, callback management, customer records, and appointment-booking tools to local businesses.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when:

• a business or its staff uses ReCallMe;
• a person calls, texts, books with, or otherwise communicates with a business that uses ReCallMe;
• someone visits recallme.ca or contacts ReCallMe directly.

ReCallMe is based in Calgary, Alberta and initially provides its services to businesses in Alberta.

ReCallMe is an independent business currently operating under that name while its business registration is being completed. Once registration is finished, the registered legal name and a postal mailing address will be published here. In the meantime, the contact details in section 16 reach the person accountable for privacy, and a mailing address is available on request.

2. Our role and the business customer’s role

When a business uses ReCallMe to communicate with its callers and customers, that business decides:

• why personal information is collected;
• which information it asks a caller or customer to provide;
• how that information is used in connection with its services;
• how long the information should remain in its active customer records.

For that information, the business is responsible for its relationship with the individual, and ReCallMe processes the information on the business’s behalf to provide the service.

ReCallMe is directly responsible for personal information it collects for its own purposes, including business account information, support communications, security logs, service administration, and billing records.

Businesses using ReCallMe must collect and use personal information lawfully, provide any notices required for their activities, and avoid requesting information that is unnecessary for the service being provided.

3. Personal information we collect

3.1 Business account and staff information

We may collect:

• business name, address, contact details, industry, and operating hours;
• owner and staff names, email addresses, phone numbers, roles, and account permissions;
• services, locations, staff assignments, appointment availability, and booking settings;
• business phone numbers, call-forwarding settings, and approved message templates;
• support requests, onboarding records, and communications with ReCallMe;
• plan, invoice, payment status, and transaction reference information.

During the pilot, payments may be made by invoice and e-Transfer. ReCallMe does not receive or store online banking credentials.

3.2 Caller and end-customer information

Depending on what the individual provides and what the business chooses to collect, ReCallMe may process:

• name;
• phone number;
• email address, if provided;
• call date, time, status, duration, and related call metadata;
• SMS messages and conversation history;
• requested service or reason for contacting the business;
• postal code;
• requested callback time;
• appointment details, status, reminders, rescheduling, and cancellation history;
• customer visit and appointment history;
• notes added by the business;
• other information voluntarily included in a message, booking form, or communication with the business.

ReCallMe does not record or store the audio content of telephone calls. A call record may still include technical information such as the originating number, destination number, time, status, and duration.

Individuals should avoid sending payment card numbers, passwords, government identification numbers, or detailed medical records through SMS or general booking notes. ReCallMe is not an electronic medical record system.

3.3 Website, device, and security information

When someone visits recallme.ca or uses the ReCallMe application, we may automatically collect limited technical information required to operate and secure the service, including:

• IP address;
• browser and device type;
• date and time of access;
• authentication and session information;
• pages or application features requested;
• error, security, and server logs.

3.4 Website analytics on recallme.ca

Our public website, recallme.ca, uses Microsoft Clarity to understand which parts of the page people find useful. Where you allow it, Clarity records the pages you view, the links and buttons you click, how far you scroll, how long you stay, your device and browser, an approximate location derived from your IP address, and the referring site or campaign link that brought you here. This includes a replay of your visit to the public website.

This applies only to recallme.ca. Clarity is not used on app.recallme.ca, on booking pages, or on sign-in and one-time-code screens, so it never records customer messages, appointments, or account data.

You choose whether to allow it. If you decline, or make no choice, Clarity runs without cookies and does not link your visit to any other visit.

We do not use advertising pixels, retargeting tags, or third-party behavioural advertising tools.

4. How we collect information

We collect information:

• directly from a business owner or staff member during registration, onboarding, support, or account use;
• from callers and customers when they call, reply by SMS, submit a booking, or communicate with a participating business;
• automatically through necessary cookies, sessions, and server logs;
• through optional website analytics on recallme.ca, if you allow it;
• from service providers that help deliver calls, messages, and transactional emails;
• when a business imports or enters customer information into ReCallMe.

5. Why we use personal information

We use personal information for reasonable purposes connected with operating ReCallMe, including to:

• detect an unanswered call and trigger an approved response;
• send and receive SMS messages;
• collect the caller’s request and requested callback time;
• provide an Inbox and callback queue;
• create and maintain customer records and history;
• provide appointment booking, confirmations, reminders, rescheduling, and cancellations;
• authenticate users and manage roles and permissions;
• configure business phone numbers, message templates, hours, services, staff, and locations;
• provide onboarding, customer support, and service notices;
• send account, security, and transactional emails;
• issue invoices and maintain payment and accounting records;
• monitor reliability, investigate errors, prevent misuse, and protect the service;
• comply with legal obligations and enforce our agreements.

We do not sell or rent personal information. We do not use caller or appointment information for third-party advertising.

6. Consent and business instructions

ReCallMe processes caller and customer information as instructed by the participating business and as needed to provide the requested communication or booking service.

A business using ReCallMe is responsible for ensuring that it has the authority, consent, or other lawful basis required for:

• the information it asks individuals to provide;
• the messages it sends;
• any marketing or promotional communication;
• its use of customer history, notes, and appointment information.

ReCallMe may rely on consent, contractual necessity, legal obligations, and other grounds permitted by applicable privacy law for information it processes for its own account administration, support, security, and billing purposes.

Consent may be withdrawn where applicable, but withdrawal may prevent the continued use of some service features.

7. Service providers and disclosure

We disclose personal information only as reasonably necessary to operate ReCallMe, follow a business customer’s instructions, protect the service, complete a business transaction, or comply with law.

Our current service providers include:

OVHcloud

ReCallMe’s application server and primary database are hosted by OVHcloud in its BHS data centre in Beauharnois, Quebec, Canada.

OVHcloud processes infrastructure and stored application data for hosting, networking, backup, security, and related cloud services.

Twilio

Twilio provides telephone numbers, call routing, SMS delivery, and communications infrastructure.

Twilio may process:

• phone numbers;
• message content;
• call and message metadata;
• delivery status;
• webhook and technical logs.

ReCallMe does not enable call audio recording. Twilio may nevertheless retain call records and technical logs required to provide and operate its communications services.

Twilio’s default processing region is in the United States. Communications data processed through Twilio may therefore be stored or processed outside Canada and may be subject to the laws of the country where it is processed.

Resend

Resend provides transactional email delivery for messages such as account verification, invitations, password resets, booking notices, and service communications.

Resend may process recipient email addresses, sender information, email content, delivery status, and technical logs. Resend and its subprocessors may process information in the United States and other jurisdictions.

Microsoft Clarity

Microsoft Clarity provides website analytics and session replay for our public website, recallme.ca, as described in section 3.4. Clarity is not used anywhere in the ReCallMe application.

Microsoft may process the IP address, device and browser information, page interactions, referring source, and campaign parameters of visitors to recallme.ca. Microsoft processes this information in the United States and other countries, and may use it in accordance with its own privacy statement.

Clarity is loaded on every visit so that a choice can be offered, but it only stores cookies and links visits together after a visitor allows it.

Other disclosures

We may also disclose information:

• to professional advisers who are bound to protect confidentiality;
• to law enforcement, regulators, courts, or public authorities when required by valid legal process;
• when reasonably necessary to investigate fraud, abuse, security incidents, or threats to safety;
• in connection with a sale, financing, restructuring, or transfer of all or part of the business, subject to appropriate confidentiality protections.

We require service providers to use information only for the services they provide to us and to protect it appropriately.

8. Processing outside Canada

Although ReCallMe’s primary application server and database are located in Canada, some service providers, including Twilio, Resend, and Microsoft Clarity, may process or store information in the United States or other countries.

When information is processed outside Canada, it may be accessible to courts, law enforcement, national security authorities, or regulators under the laws of that jurisdiction.

By using ReCallMe, business customers acknowledge that communications and transactional email data may be processed outside Canada as described in this Policy.

9. Retention and deletion

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, to follow the participating business’s instructions, and to meet legal, accounting, security, and dispute-resolution requirements.

While a business account is active, caller, customer, messaging, and appointment information is retained as part of that business’s records unless the business deletes it or instructs ReCallMe otherwise.

When a business subscription ends:

• the business’s active service data will normally remain available for export or reactivation for 30 days;
• after that period, the data will be deleted or de-identified from the primary production system;
• residual copies may remain in protected backups for up to 90 days before being overwritten or deleted through the normal backup cycle;
• information may be retained longer where required by law, needed to resolve a dispute, or necessary to establish or defend legal claims.

Limited invoice, tax, accounting, security, and transaction records may be retained for the period required by applicable law.

When a person opts out of SMS messages, we may retain a minimal suppression record associated with the phone number so the opt-out can continue to be honoured.

Deletion from ReCallMe does not automatically delete copies independently held by the participating business or by telecommunications and email providers under their own retention requirements.

10. Access, correction, and deletion requests

Requests concerning a participating business

If your information was collected when you called, texted, booked with, or visited a business that uses ReCallMe, contact that business first.

The business is best positioned to verify your identity, understand the customer relationship, and decide how the information should be corrected, exported, or deleted. ReCallMe will reasonably assist the business in responding to a valid request.

If you cannot identify or reach the business, you may contact the ReCallMe Privacy Officer using the details below. We may need to refer the request to the appropriate business and verify identity before taking action.

Requests concerning a ReCallMe account

Business account owners and staff may contact ReCallMe to request access to, correction of, or deletion of personal information that ReCallMe controls directly.

We may ask for information needed to verify identity and authority before completing a request. Some information may be withheld or retained where permitted or required by law.

11. Security

ReCallMe uses reasonable administrative, technical, and organizational safeguards appropriate to the sensitivity of the information, including:

• account authentication and role-based access controls;
• separation of business accounts;
• encrypted network connections;
• restricted administrative access;
• protected backups;
• service logging and security review;
• procedures for responding to suspected unauthorized access.

No online service can guarantee absolute security. Business customers are responsible for protecting their passwords, devices, email accounts, and staff access, and for promptly removing access when a staff member no longer requires it.

12. Privacy and security incidents

If ReCallMe becomes aware of unauthorized access, use, or disclosure of personal information, we will investigate, take reasonable containment and remediation steps, and notify affected businesses, individuals, regulators, or other parties where required by applicable law.

Business customers must promptly notify ReCallMe if they believe their account, credentials, or customer information may have been compromised.

13. Cookies

ReCallMe uses two kinds of cookies and similar technologies.

Necessary cookies and storage are used without asking, because the service cannot work without them. They:

• keep users signed in;
• maintain secure sessions;
• remember essential preferences, including your answer to the cookie question;
• protect forms and accounts;
• operate and troubleshoot the website and application.

Blocking necessary cookies may prevent sign-in or other service features from working correctly.

Optional analytics cookies are used only on our public website, recallme.ca, and only if you answer Yes to the short cookie question shown on your first visit. They allow Microsoft Clarity to recognise a returning visit and connect the pages of a single visit, as described in sections 3.4 and 7.

If you answer No, or answer nothing at all, no analytics cookies are stored. Clarity still runs in a limited mode that treats every page view separately and cannot follow you between visits.

You can change your answer at any time by clearing this site's cookies and site data in your browser, which makes the question appear again on your next visit.

ReCallMe does not use advertising cookies or third-party behavioural advertising pixels.

14. Children and sensitive information

ReCallMe business accounts are intended for adults acting on behalf of a business.

A participating business may provide services to a minor or receive information about a minor. The business is responsible for obtaining any consent required for that relationship and limiting collection to information reasonably necessary for the service.

Unless separately agreed in writing, ReCallMe should not be used as the primary system for storing detailed medical records, financial account credentials, payment card data, government identification numbers, or other categories of highly sensitive records.

15. Changes to this Policy

We may update this Privacy Policy to reflect changes to the service, service providers, legal requirements, or privacy practices.

The updated version will be posted at recallme.ca/privacy with a revised effective date. If a change materially affects how business customer data is handled, we will provide reasonable notice through the application or by email.

16. Contact and complaints

Privacy questions, requests, and complaints may be directed to:

Privacy Officer
ReCallMe
Calgary, Alberta, Canada
Email: privacy@recallme.ca
Phone: +1 (825) 305-4275

If you do not receive a reply within a reasonable time, contact support@recallme.ca. A postal mailing address is available on request.

We will review and respond to privacy complaints in a reasonable manner. If a concern is not resolved, an individual may contact the Office of the Information and Privacy Commissioner of Alberta.

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