Privacy Policy | Polaris Voice

1. Introduction

Polaris Voice Inc. ("Polaris Voice," "we," "us," or "our") operates an AI-powered virtual receptionist service that answers phone calls, books appointments, and captures leads on behalf of businesses.

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

Visit our website at polarisvoice.ca (the "Website")
Use our AI receptionist service (the "Service")
Interact with our AI assistant via telephone

We are committed to protecting your privacy in compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, the Personal Health Information Protection Act (PHIPA) of Ontario.

2. Information We Collect

2.1 From Business Customers

When you sign up for Polaris Voice, we collect:

Account Information: Name, email address, phone number, password
Business Information: Business name, address, website, hours of operation, industry
Payment Information: Credit card details, billing address (processed by Stripe)
Integration Credentials: OAuth tokens for connected services (Google Calendar, etc.)

2.2 From Callers

When someone calls a phone number answered by Polaris Voice, we collect:

Call Metadata: Caller phone number, date/time, call duration
Voice Recordings: Audio recording of the call
Transcripts: Text transcription of the call
Caller-Provided Information: Name, appointment details, messages

Important: At the beginning of each call, our AI assistant discloses that you are speaking with an AI and that the call is being recorded.

3. How We Use Your Information

Providing the Service (answering calls, booking appointments, taking messages)
Account management and billing
Service improvement and analytics
Compliance and security
Communications (service notifications, with consent for marketing)

We do NOT use your voice recordings or call transcripts to train AI models.

4. How We Share Your Information

We do not sell your personal information. We share information with:

4.1 Service Providers

ElevenLabs (Voice AI) - United States
Google Cloud Platform (Infrastructure) - Canada (Montreal)
Stripe (Payments) - United States
PostHog (Analytics) - European Union
Twilio (SMS) - United States

4.2 Business Customer Integrations

When a Business Customer connects third-party services, we share data as directed (e.g., calendar appointments, CRM data).

5. Data Retention

Call Recordings & Transcripts: 90 days
Call Metadata: Duration of account + 1 year
Account Information: Duration of account + 1 year
Payment Records: 7 years (legal requirement)

6. Data Security

We implement industry-standard security measures:

Encryption in Transit: TLS 1.3
Encryption at Rest: AES-256
Access Controls: Role-based access, multi-factor authentication
Multi-Tenant Isolation: Each customer's data is logically isolated

7. Your Privacy Rights

Under PIPEDA, you have the right to:

Access: Request a copy of your personal information
Correction: Request correction of inaccurate information
Deletion: Request deletion of your personal information
Withdraw Consent: Withdraw consent to processing

To exercise these rights, contact us at: privacy@polarisvoice.ca

8. International Data Transfers

Important: Voice processing is performed by ElevenLabs, whose servers are in the United States. This means voice data crosses the Canada-US border during every call. After calls end, recordings are stored in Canada (Google Cloud, Montreal).

We ensure compliance with PIPEDA through Data Processing Agreements with all sub-processors.

9. Health Information (PHIPA)

For healthcare customers, additional protections apply under Ontario's PHIPA:

Healthcare providers are the Health Information Custodian (HIC)
Polaris Voice acts as an agent of the HIC
PHI is encrypted and access is logged
Healthcare customers must inform patients about AI call handling and US processing

10. Cookies

Our website uses:

Essential Cookies: Site functionality (session)
Analytics Cookies: Understanding usage via PostHog (1 year)

We do not use advertising cookies.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated by email and notice on our website.

12. Contact Us

If you have questions about this Privacy Policy:

Email: privacy@polarisvoice.ca
Website: polarisvoice.ca

13. Complaints

If you are not satisfied with our response, you may file a complaint with:

Office of the Privacy Commissioner of Canada
30 Victoria Street, Gatineau, Quebec K1A 1H3
Toll-free: 1-800-282-1376
Website: www.priv.gc.ca

This is a summary of our Privacy Policy. For the complete legal document, please contact privacy@polarisvoice.ca.