Privacy Policy

01Who this policy covers

This Privacy Policy explains how Relayly (“Relayly,” “we,” “us,” or “our”) collects, uses, discloses, and protects personal information when you visit relayly.ca, contact us, or use our AI voice receptionist service (the “Service”). It also explains how we handle information about the callers who reach our clients’ phone lines.

We handle personal information in accordance with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, British Columbia’s Personal Information Protection Act (PIPA).

02Information we collect

Information you give us

• Contact and account details — name, business name, email, phone number.
• Billing information, processed by our payment provider (we don’t store full card numbers).
• The content of messages, forms, and support requests you send us.
• Configuration details you provide to set up your agent (greeting, script, hours, booking rules).

Call information

• Call recordings and transcripts of calls handled by the Service, where recording is enabled and permitted by law.
• Caller phone numbers, call times, duration, and outcomes (e.g., booked, transferred, message taken).
• Appointment and lead details captured during a call.

Information collected automatically

• Device and usage data (IP address, browser type, pages viewed) via cookies and similar technologies on our website.

03How we use information

We use personal information to:

• Provide, operate, and improve the Service, including answering, routing, and booking calls.
• Set up and manage your account and process payments.
• Respond to enquiries and provide support.
• Send service-related and, with your consent, marketing communications.
• Monitor quality, train and tune our AI agents, prevent fraud and abuse, and maintain security.
• Comply with legal obligations.

04Call recording and AI processing

Our clients use the Service to answer their business calls. Depending on settings, calls may be recorded and transcribed, and their contents processed by AI and third-party voice technology providers to understand the caller and complete tasks such as booking appointments.

Consent is required. Where a client enables recording, the client is responsible for providing any legally required notice to callers and obtaining consent as required in their jurisdiction. Relayly provides configurable greetings and notices to support this, but clients determine how the Service is used on their lines.

05Cookies and analytics

We use cookies and similar technologies to run the website, remember preferences, and understand usage. You can control cookies through your browser settings; some features may not work without them. Where we use analytics, we do so to improve the site and Service.

06How we share information

We do not sell personal information. We share it only:

• With service providers that help us operate the Service — including hosting and CRM infrastructure, telephony and AI voice processing, analytics, and payment processing — under agreements that limit their use of the information.
• To comply with law, respond to lawful requests, or protect rights, safety, and property.
• In connection with a business transfer such as a merger, acquisition, or sale of assets.
• With your consent or at your direction.

07Data retention

We keep personal information only as long as needed for the purposes described here, to provide the Service, and to meet legal, accounting, or reporting requirements. Call recordings and transcripts are retained according to your account settings and applicable law, after which they are deleted or de-identified.

08Security

We use administrative, technical, and physical safeguards designed to protect personal information. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work to protect your information and to address incidents promptly.

09Your privacy rights

Subject to applicable law, you may request to access, correct, or delete your personal information, or withdraw consent to certain uses. To make a request, contact us using the details below. We may need to verify your identity, and some information may be retained where the law permits or requires it.

10Data location and international transfers

We and our service providers may store and process information in Canada and other countries. Where information is processed outside your province or country, it may be subject to the laws of those jurisdictions. We take steps intended to ensure your information remains protected in line with this policy.

11Children’s privacy

The Service is intended for businesses and is not directed to children. We do not knowingly collect personal information from children.

12Changes to this policy

We may update this policy from time to time. We will post the updated version here and revise the “Last updated” date. Material changes may be communicated by additional notice.

13Contact us

Questions or requests about your privacy? Contact us at [email protected]