Privacy at a Glance
1. Information We Collect
1.1 Account Information
When you create an account, we collect:
- Name and email address
- Company name and business information
- Payment information (processed securely by our payment provider)
- Account preferences and settings
1.2 Call Data
When calls are conducted through our platform, we collect:
- Audio recordings of calls (when recording is enabled)
- Transcripts of conversations
- AI-generated summaries and analytics
- Call metadata (duration, time, phone numbers)
1.3 Usage Information
We automatically collect certain information about how you use our Service, including login times, feature usage, and browser/device information. This helps us improve our platform and troubleshoot issues.
1.4 Post-Call Communications
After completing an interview conducted through our platform, participants may receive a one-time SMS message containing a secure, time-limited link to view their conversation transcript. This is a transactional communication delivering content from the conversation they just completed, not marketing. The secure link expires after 12 hours and can only be viewed once. We do not use phone numbers for any other SMS communications unless explicitly requested.
2. How We Use Your Information
We use your information to:
- Provide Services: Process calls, generate transcripts, and deliver analytics
- Improve Our Platform: Analyze usage patterns to enhance features and performance
- Customer Support: Respond to your inquiries and provide technical assistance
- Billing: Process payments and send invoices
- Communication: Send service updates, security alerts, and (with consent) marketing communications
- Legal Compliance: Meet our legal and regulatory obligations
3. Data Controller vs. Data Processor
Candidly AI operates in two capacities depending on the context:
When Candidly AI is the Data Controller
We are the Data Controller for personal information we collect directly from you when you:
- Create a Candidly AI account
- Subscribe to our services
- Contact our support or sales teams
- Visit our website
For this data, you may submit privacy requests directly to us at privacy@candidly-ai.com.
When Candidly AI is the Data Processor
We act as a Data Processor when our clients (organizations using our platform) conduct interviews and collect information from their stakeholders, customers, or other third parties.
In these cases:
- The organization conducting the interview is the Data Controller
- Candidly AI processes the data on their behalf as the Data Processor
- The Data Controller determines how and why personal information is collected and used
Important for Interview Participants
If you participated in an interview conducted by another organization using Candidly AI, please direct any privacy requests (access, correction, deletion) to that organization directly. They are responsible for responding to your requests under applicable privacy laws.
4. Your Data Is Never Used to Train AI Models
Your Data Is YOUR Data
We do not use your conversations, recordings, transcripts, or any other customer data to train, improve, or develop AI models. Your information is used solely to provide the Service to you.
- Your data is never shared with AI providers for training purposes
- Our AI processes your conversations in real-time to conduct interviews, but this data is not retained by AI systems or used to improve machine learning models
- Your competitive intelligence and sensitive business information remain completely confidential
5. Data Storage and Security
Canadian Infrastructure
All customer conversation data (voice recordings, transcripts, and AI analysis) is today processed and stored on our own Canadian infrastructure. We use geographically distributed Canadian regions for redundancy while ensuring your conversation data remains in Canada.
Security Measures
We implement industry-standard security measures to protect your data:
- Encryption in transit (TLS 1.2+) and at rest (AES-256)
- Ongoing security monitoring and penetration testing
- Access controls and authentication requirements
- Incident response and breach notification procedures
7. Data Retention
We retain your data only as long as necessary to provide our services. After your subscription ends, your account enters a 90-day read-only period during which you can reactivate or export your data. After this period, all data is permanently deleted.
8. Your Privacy Rights
Under PIPEDA and provincial privacy laws, you have the right to:
To exercise these rights, contact us at privacy@candidly-ai.com. We will respond within 30 days.
10. Children's Privacy
Our Service is not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.
11. International Data Transfers
Your Conversation Data Stays in Canada
All customer conversation data (voice recordings, transcripts, and AI-generated analysis) is today processed and stored on our own Canadian infrastructure. This ensures compliance with Canadian privacy laws.
Limited operational data is processed by SOC 2 Type II audited service providers headquartered in the United States: telephony call detail records (phone numbers, timestamps) are retained by our telephony provider, and payment processing is handled by our payment provider. These services do not receive or store voice recordings, transcripts, or AI analysis.
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by email or through a notice on our platform. Your continued use of our Service after such notice constitutes acceptance of the updated policy.
Contact Our Privacy Team
If you have any questions about this Privacy Policy or our data practices, please contact us:
For complaints about our privacy practices, you may also contact the Office of the Privacy Commissioner of Canada.