Privacy Policy

1. Who we are

Coverline is based in Toronto, Ontario, Canada. We are responsible for personal information under our control and have designated a privacy contact, reachable at dylan@coverline.co.

2. Information we collect

When you request a call on our website: your name, business name, mobile number, email (optional), type of business, preferred call time, anything you write in the message box, and a record of the consent you gave (the exact wording shown and when you agreed).

When you use the client dashboard: your email address and, if you sign in with Google, the name and email Google shares with us. We use cookies only to keep you signed in. We don't use advertising or tracking cookies.

When you call a business that uses Coverline: your phone number, a recording and transcript of the call, an AI-generated summary, the details you share (for example your name, address, and the problem you need help with), any appointment booked, and text messages sent to you about your call.

Technical information: our servers log request details such as IP address, browser type, and timestamps to keep the service secure and prevent abuse.

3. How we use it

• To respond to your request and talk to you about Coverline.
• To provide our service to the businesses we work with: answering calls, telling emergencies apart from routine requests, booking appointments, alerting on-call staff, and texting the business owner a summary.
• To send you texts about a call you made or an appointment you booked.
• To keep the service secure, prevent spam and abuse, and fix problems.
• To meet legal obligations, such as keeping records of consent.

We don't sell personal information, and we don't use call content for advertising.

4. Calls we answer for businesses

When you call a business that uses Coverline, we handle your information on that business's behalf and only to provide our service to them. Every call starts by telling you that you're speaking with an AI assistant and that the call may be recorded. If you'd rather speak with a person, just say so and the business will call you back. Questions about how a business uses your information can go to that business or to us.

5. Text messages

We send texts related to your call or appointment, such as confirmations and replies to missed calls. Message and data rates may apply. Reply STOP at any time to stop receiving texts, or HELP for help.

6. Who we share it with

We share personal information only with service providers that help us run Coverline, under contracts that limit how they use it:

• Supabase: database, sign-in, and secure file storage
• Railway: application hosting
• Twilio: phone numbers, calls, and text messages
• Retell AI: the voice assistant, call recording, and transcription
• Google: sign-in with Google, and calendar booking when a business connects its calendar
• Resend: account emails, such as invitations and password resets

We may also disclose information when required by law, or to a successor if our business is sold or reorganized, under the same protections.

7. Where your information is stored

Our service providers store and process information in the United States. Information stored outside Canada may be accessible to courts and authorities in those countries under their laws.

8. How we protect it

Information is encrypted in transit. Call transcripts and summaries are additionally encrypted before they're stored, recordings are kept in private storage, and access is limited to the people who need it to run the service.

9. How long we keep it

• Call recordings: 13 months by default, or shorter if the business chooses.
• Copies held by our voice provider: deleted within 30 days.
• Call-request form submissions: up to 24 months after our last contact with you.
• Consent records: at least 4 years, so we can show what you agreed to.
• Dashboard accounts: until the account is closed.

10. Your choices and rights

You can ask to access or correct your personal information, ask us to delete it, or withdraw your consent, subject to legal and contractual limits. Email dylan@coverline.co. We'll respond within 30 days. If you're in Canada and not satisfied with our response, you can contact the Office of the Privacy Commissioner of Canada. If you're in the United States, you may have additional rights under your state's laws.

11. Children

Coverline is a business service and isn't directed at children under 16.

12. Changes to this policy

We'll update this page when our practices change and change the date at the top. Significant changes will be communicated to clients directly.

13. Contact

Questions or requests: dylan@coverline.co.