Privacy

What we store

Your account with us

Name, email, mobile number, preferred language and time zone, your availability windows, and whether you agreed to SMS.

Your provider account

Provider, the name on the account, the account number (encrypted; shown to you only as the last four digits), service postal code and how long you have been a customer.

Verification answers

The PIN, date of birth, postal code, security answers or last-payment date your provider uses to identify you. Encrypted at rest with a key our web servers do not hold in plain text, decrypted only during an authorized call, only for the fields the rep actually asks for, and every decryption is logged.

Your bills

The PDF or image you forward or upload, plus the charges, promotions and promotion end dates we extract from it.

Calls

Audio recording, a written transcript, which phone-menu keys we pressed, how long we held, every price the rep quoted, and the confirmation number.

Your authorization

The exact text you were shown, its version, the time you accepted, your IP address and your browser's user-agent string.

Payments

A customer reference and payment-method reference held by our payment processor. We never hold your full card number.

Why calls are recorded

We record every call, in full, and we say so out loud at the start of it. Two reasons. First, the recording and its transcript are the only proof that a retention agent agreed to a price — providers renege, and "your agent said $65 on 14 August at 09:41" is what gets it fixed. Second, the call is made in your name and on your authorization, so you are entitled to see exactly what was said.

Canada is a one-party consent jurisdiction: a participant in a call may record it. We are a participant, calling with your written authorization, and we still announce the recording to the representative rather than relying on that rule alone.

This notice is your disclosure under PIPEDA and, in Quebec, under the Act respecting the protection of personal information in the private sector as amended by Law 25. By authorizing a task you are consenting to that specific call being recorded and transcribed for the purposes above. You can withdraw authorization at any time; we cannot un-make a call that already happened, but we will stop making new ones and delete on request as described below.

How long we keep it

Call recordings

30 days, then permanently deleted. Long enough to resolve a dispute about what was agreed.

Call transcripts and the event log

7 years. These are the record of what was said and agreed in your name, and they are redacted — account numbers, PINs, dates of birth and postal codes are stripped before the text is stored.

Verification answers

Until you delete the account or remove the provider account, whichever comes first.

Bills and extracted charges

7 years, because they are how we confirm that a provider actually applied the price we negotiated for you.

Authorization records

7 years after the authorization expires or is revoked. This is the legal artifact and we do not delete it on request while a dispute about what was authorized could still arise.

Your account

Deleted within 30 days of your request, except for the records above that we are required to keep.

Who else touches your data

Telephony and SMS delivery, speech-to-text and the language model that conducts the call, cloud hosting, and payment processing. Each receives only what its job needs, is bound by contract to our purposes, and may process data outside Canada. Your verification answers are never sent to a language model.

Your rights

You may see everything we hold about you, correct it, ask us to delete it, withdraw consent, or ask that no automated decision be made about you. Quebec residents also have the right to data portability and to be told the reasoning behind an automated decision. We answer within 30 days.

Who to contact

Our Privacy Officer is responsible for personal information under PIPEDA and is the person responsible for the protection of personal information under Law 25.

If our answer doesn't satisfy you, you can complain to the Office of the Privacy Commissioner of Canada or, in Quebec, to the Commission d'accès à l'information.