Privacy Policy

Nection Global (“Nection AI”, “we”, “us”) provides AI receptionist services that answer calls, book appointments, and send follow-up messages for service businesses. This Privacy Policy explains how we collect, use, and protect personal information in connection with our website (nectionglobal.com) and our services. By using our website or services, you agree to the practices described in this Privacy Policy.

Nection Global is a business registered in Ontario, Canada, based in Toronto. We handle personal information in accordance with applicable privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable to healthcare engagements in Ontario, the Personal Health Information Protection Act (PHIPA).

1. The two roles we play

(a) For visitors and clients (we are the “controller”). When you visit our website, book a demo, create a dashboard account, or become a client, we decide how your information is used and are directly responsible for it.

(b) For our clients’ callers (we are a “service provider” / “processor”). When Nection AI answers calls on behalf of a business (for example, a dental clinic), that business determines the purposes for which caller information is collected and used, and is generally responsible for it as the controller or, for certain healthcare clients, the health information custodian. Nection AI processes caller information only on the client’s documented instructions and under the applicable service agreement. Callers with questions about how their information is used should contact the business they called; we assist our clients in responding to such requests.

2. Information we collect

Website and demo forms: Name, business name, email, phone number, industry, and message contents you submit through our forms; technical data such as browser type and approximate location derived from IP address.

Live voice demo: When you speak with the interactive voice demo on our website, the conversation may be recorded and transcribed to provide the demo and to help us improve it. Please do not share sensitive personal information during demo conversations.

Client accounts: Account holder name, email, business details, and configuration preferences.

Call handling (on behalf of clients): Call audio, transcripts, caller name and phone number, appointment details, and call summaries, together with call metadata such as call time, duration, routing, and technical logs. Calls may be recorded and transcribed to deliver the service. Sensitive details can be automatically redacted from transcripts and recordings where configured.

Messages and connected systems: SMS and email content, sender and recipient details, and delivery status for messages sent as part of the service; and appointment and contact data from systems the client connects, such as calendars and booking tools.

Call, booking, and message information handled on a client’s behalf is made available to that client through their dashboard and notifications. We do not intentionally collect payment card numbers through our own systems; payments are handled by our payment processor.

3. How we use information

To provide and operate the service (answering calls, booking appointments, sending confirmations); to communicate with you about demos, support, and account matters; to monitor quality, troubleshoot, and improve reliability; to meet legal obligations; and to protect against fraud, abuse, and security incidents. We do not sell personal information, and we do not use our clients’ caller data for advertising.

4. Service providers (subprocessors)

We deliver the service using vetted infrastructure providers: Retell AI (voice AI), Twilio (telephony and SMS), Supabase (database and authentication), Vercel (hosting), Cal.com (scheduling), Make (workflow automation), Resend (transactional email), Stripe (subscription and payment processing), and Google — for calendar synchronization and, through the Gemini API, for generating call summaries, message categories and draft text.

We rely on the service agreements, data protection terms, and contractual safeguards offered by these providers, and enter into additional data protection agreements where appropriate. Many of these providers publish independent security certifications or assurance reports, such as SOC 2 Type II or ISO 27001.

Data may be processed in Canada, the United States, or other locations where these providers operate. Information processed outside Canada may be subject to the laws of those jurisdictions, including lawful access requests by their authorities; we take steps to ensure comparable protection wherever data is processed.

5. Google user data

When a client connects Google Calendar, Nection requests permission to read and write calendar events.

What we access. Free/busy information and the events Nection itself creates, so the AI receptionist can offer real availability during a call and write a confirmed appointment into the calendar. We also read events Nection created previously so a caller can move or cancel their own appointment.

What we store. An OAuth refresh token, the connected Google account’s email address, and the identifiers of events Nection created. We do not copy the contents of unrelated calendar events into our systems.

What we do not do. We do not use Google user data to develop, improve or train generalised artificial intelligence or machine-learning models. We do not sell it, and we do not transfer it to others except to the service providers listed in section 4.

Limited Use. Nection’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Disconnecting. A client can disconnect Google Calendar at any time from the Integrations page in the Nection dashboard. Disconnecting revokes our access token and ends all future calendar access.

6. Other disclosures

Beyond the service providers above, we may disclose personal information only:

(a) To comply with applicable law, a court order, or other legal process, including lawful requests from public authorities;

(b) Where we believe disclosure is necessary to protect the rights, property, or safety of Nection AI, our clients, or others;

(c) To a successor entity in connection with a merger, acquisition, incorporation, reorganization, or sale of assets, in which case this Privacy Policy will continue to apply to the transferred information; or

(d) With your consent.

7. Marketing communications

If you request a demo or contact us, we may send you information about our services. Every marketing email we send includes an unsubscribe link, and you can opt out at any time — by using that link or by emailing info@nectionglobal.com.

We send commercial electronic messages in accordance with Canada’s Anti-Spam Legislation (CASL) and applicable US law. Service and account-related messages (such as booking confirmations or security notices) are not marketing and may still be sent.

8. Retention

We keep personal information only as long as needed for the purposes above. Our standard active retention period for call recordings and transcripts stored in our primary voice platform is 90 days, unless a client selects a different period.

Related booking records, communications metadata, backups, and records stored by connected providers may be retained under separate operational, contractual, or legal retention periods. Account and billing records are kept as required by law.

When a client relationship ends, we return or delete the client’s data upon request, subject to these same limits.

9. Security

We use administrative, technical, and organizational safeguards appropriate to the sensitivity of the information. Our infrastructure providers encrypt data in transit and at rest; we apply role-based access controls and per-client data separation in our systems, and limit access to personal information to those who need it to operate the service.

No system is completely secure. If a privacy breach occurs, we will investigate, document, and respond to it in accordance with applicable law, and we will notify affected individuals and relevant authorities where the breach creates a legal notification obligation.

10. Your rights

Depending on where you live, you may have the right to access, correct, or delete your personal information, to withdraw consent, and to ask how your information has been used or disclosed. We may need to verify your identity before acting on a request, and some legal exceptions may apply.

Canadian residents may contact the Office of the Privacy Commissioner of Canada if unsatisfied with our response. Residents of certain other jurisdictions may have additional rights where the applicable law applies to Nection AI; if and to the extent the CCPA/CPRA applies, California residents may have rights including access, correction, deletion, and information about the sale or sharing of personal information — and we do not sell personal information.

To exercise any right, contact us at the address below; we respond within the timelines required by applicable law.

If your request concerns a call you made to one of our clients, we will refer the request to that client and support them in responding.

11. Call recording and AI disclosure

Calls handled by Nection AI may be recorded and transcribed for purposes such as providing the requested service, documenting appointments and instructions, quality assurance, security, troubleshooting, and resolving disputes.

Our standard AI receptionist configuration provides notice at or near the beginning of the call that the caller is interacting with an AI assistant and that the call may be recorded; we and our clients implement additional consent measures where required by applicable law.

Callers who do not wish to be recorded can ask to be connected to the business directly; available alternatives depend on the client’s configuration and applicable legal requirements.

12. Cookies and website analytics

Our website uses cookies and similar technologies. These include essential cookies needed for the site to function, and basic analytics that help us understand site traffic (such as pages visited and approximate location derived from IP address).

We do not use cookies for advertising and we do not sell information collected through cookies. You can control or delete cookies through your browser settings; the website will continue to work with non-essential cookies disabled.

If we adopt additional analytics or marketing tools in the future, we will update this policy.

13. Children

Our website and direct services are directed at businesses and are not intended for individuals under 18.

However, when providing services on behalf of our clients, we may process information relating to minors when it is provided by a parent, guardian, authorized representative, or our client — for example, when a parent books a dental appointment for their child.

We process such information only on the client’s instructions and for the purpose of providing the requested service.

14. Changes

We may update this policy from time to time. The “Last updated” date shows the latest revision; material changes will be highlighted on our website.

15. Contact

Nection Global — Toronto, Ontario, Canada
Attn: Privacy Officer
Email: info@nectionglobal.com