Privacy Policy

1. Who we are
FrontDeskOS Inc. ("FrontDeskOS", "we", "our", "us") is an Alberta corporation operating an AI receptionist service for service businesses primarily in the Edmonton metro area.
Contact:Email: [email protected]
Address: Edmonton, AB, Canada
Privacy officer: Chelsea Polgar, [email protected]2. What this policy coversThis Privacy Policy explains how we collect, use, disclose, and protect personal information when:You visit frontdeskos.com (or our redirected domains: frontdeskos.ai, frontdeskos.ca)
You contact us via email, phone, or our booking calendar
You become a client of FrontDeskOS (in which case our Master Services Agreement also applies)
A caller dials a phone number we operate on behalf of one of our clientsThis policy is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA) and Alberta's Personal Information Protection Act (PIPA).3. Information we collect
When you visit our website or contact usName, email address, phone number, business name (only what you give us)
Information you submit through our discovery-call booking form (call volume, current booking software, etc.)
IP address, browser type, pages viewed, referral source (standard analytics - no behavioural advertising tracking)When you become a clientBusiness contact details, billing information (handled by Stripe - we do not store credit card numbers)
Configuration details for your AI receptionist (services menu, hours, escalation rules, FAQ content)
Login credentials to integrated platforms ONLY when you grant them, encrypted at restWhen a caller dials a number we operatePhone number (caller ID)
Audio recording of the call (with disclosure on every call)
Transcribed conversation
Booking details when an appointment is made
Sentiment / outcome metadata (e.g., "appointment booked", "transferred to voicemail")We do not collect:Health information beyond what a caller voluntarily shares to book an appointment (we do NOT store clinical/medical content; calls involving clinical questions are escalated, not retained)
Government identifiers (SIN, passport, driver's license)
Payment card numbers (handled exclusively by Stripe)4. Why we collect itTo respond to your inquiry or schedule a discovery call
To deliver the AI receptionist service contracted by our clients
To improve our service through aggregate, de-identified analysis
To comply with legal obligations (record retention, audit, dispute resolution)
To process payments via StripeWe do NOT use your information for behavioural advertising, sell it to data brokers, or share it with third parties for marketing.5. Recording disclosure
Every call handled by FrontDeskOS opens with a recording disclosure: "This call may be recorded for quality and training." This is the express notice required under PIPEDA and Alberta PIPA. Callers who do not wish to be recorded can request to be transferred to voicemail or call back to speak with a human.
Recordings and transcripts are:Stored in Canadian data centres (AWS ca-central-1 or Twilio Canada region)
Retained for 90 days by default, then deleted (clients may request shorter retention; longer retention requires explicit client request and lawful basis)
Accessible only to authorized FrontDeskOS personnel and the specific client whose phone line generated them6. Who we share information with
We share information only with:Sub-processors essential to service delivery: Vapi.ai (call orchestration), Anthropic (LLM provider for conversation logic), ElevenLabs (voice synthesis), Twilio (telephony), AWS (storage), Stripe (payments). Each is bound by data processing terms.
Our clients: call data generated by callers to a client's phone line is shared with that specific client (and only that client)
Legal authorities: if compelled by valid Canadian court order, subpoena, or law enforcement requestWe do not share information with advertisers, data brokers, social media platforms, or any party not essential to delivering the service.7. Where your information is stored
Primary storage: Canadian data centres (AWS ca-central-1 region, Twilio Canada region).
Some processing involves brief transit through systems located in the United States (LLM inference via Anthropic, voice synthesis via ElevenLabs). We have data processing agreements with these providers requiring equivalent privacy protection.8. Your rights
Under PIPEDA and Alberta PIPA you have the right to:Access the personal information we hold about you
Correct inaccuracies
Withdraw consent for further processing (subject to legal/contractual obligations)
Request deletion of your information (subject to retention requirements)
Complain to our Privacy Officer or to the Office of the Privacy Commissioner of Canada (priv.gc.ca)To exercise any right, email [email protected] with the subject line "Privacy Request." We respond within 30 days.9. How we protect your informationTLS encryption in transit, AES-256 at rest
Role-based access controls; only authorized FrontDeskOS personnel access client data
Regular security review of sub-processors
Mandatory password manager + 2FA on all internal accounts
Cyber liability insurance in forceNo system is perfectly secure. We cannot guarantee against every possible breach, but we maintain commercially reasonable safeguards and will notify affected parties promptly in the event of a breach in accordance with PIPEDA's mandatory breach reporting requirements.10. Cookies and analytics
We use minimal first-party cookies for session management and basic analytics (Plausible or Google Analytics - privacy-respecting, no behavioural advertising). You can disable cookies in your browser settings. We do NOT use third-party advertising trackers, Facebook Pixel, or similar.11. Children's privacy
FrontDeskOS is a B2B service. We do not knowingly collect information from anyone under 18. If you believe we have, contact us immediately.12. Changes to this policy
We may update this policy as our service evolves or laws change. Material changes will be communicated via email to active clients and posted at frontdeskos.com/privacy with a revised "Last updated" date.13. Questions
Contact our Privacy Officer:
Chelsea Polgar - [email protected]
FrontDeskOS Inc., Edmonton, AB
Or the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.