Privacy Policy

1. Scope and our role

This Privacy Policy applies to ConvoRev ("ConvoRev," "we," "us," or "our"), the website at https://convorev.com, and our related implementation, account, support, managed AI conversation, integration, and optimization services (collectively, the "Services").

For website visitors, prospects, customers, and account users, ConvoRev generally determines why and how personal information is processed. For messages and other personal information submitted to an agent on behalf of a ConvoRev business customer, ConvoRev generally processes that information for the customer and under its instructions. The business customer remains responsible for its own privacy notices, lawful authority, consent practices, and use of conversation results.

2. Information we collect

The information we collect depends on how you interact with the Services.

Account and business information

• Name, business name, job title, email address, telephone number, account credentials, and authorized-user information.
• Business policies, offers, products, services, frequently asked questions, qualification criteria, agent instructions, and other knowledge supplied to configure the Services.

Conversation and end-user information

• Messages, prompts, replies, form responses, contact details, attachments, conversation metadata, summaries, classifications, and handoff information.
• Information received from supported channels and systems that a customer chooses to connect, such as a website, social or messaging account, calendar, ecommerce store, CRM, webhook, or automation platform.

Billing and transaction information

• Billing contact, billing address, subscription, invoice, tax, payment status, usage, credit, refund, and transaction records.
• Payment card information is submitted to our payment processor, Stripe. ConvoRev may receive limited payment-method details, such as card brand and last four digits, but does not receive or store the complete card number through Stripe Checkout.

Support, sales, and communications

We collect information you provide during discovery, onboarding, demonstrations, surveys, support requests, email exchanges, calls, and other communications with us.

Technical and usage information

• IP address, browser, device type, operating system, referring URL, pages viewed, timestamps, approximate location derived from IP address, and cookie or similar identifiers.
• Account activity, feature use, configuration changes, error reports, security events, and performance logs.

Information from third parties

We may receive information from customers, authorized integrations, channel providers, payment processors, analytics or security providers, referral partners, and public business sources where permitted by law.

3. How we use information

We may use personal information to:

• Provide, configure, test, operate, monitor, maintain, and improve the Services.
• Generate AI-assisted replies, answer questions, qualify inquiries, route conversations, create summaries, and complete customer-approved handoffs or integrations.
• Create and administer accounts, authenticate users, manage permissions, and provide support.
• Process subscriptions, implementation fees, usage charges, credits, taxes, refunds, and related notices.
• Detect, investigate, and prevent fraud, abuse, security incidents, unlawful activity, and violations of our agreements.
• Understand performance and usage, troubleshoot problems, and improve reliability, conversation quality, and customer experience.
• Send service, security, billing, administrative, and customer-support communications.
• Send marketing communications where permitted by law and consistent with your choices.
• Comply with law, respond to lawful requests, resolve disputes, enforce agreements, and protect people, property, and rights.

We may use aggregated or de-identified information for analytics, reporting, research, and service improvement where the information can no longer reasonably identify an individual.

4. Consent and legal bases

Depending on the circumstances and applicable law, we process personal information with consent, to provide contracted Services, to comply with legal obligations, and for legitimate business purposes such as securing and improving the Services, preventing fraud, and communicating with customers.

Where Canadian private-sector privacy law applies, we seek meaningful consent unless an exception is permitted by law, limit collection to appropriate purposes, and allow consent to be withdrawn subject to legal and contractual restrictions. Withdrawing consent may prevent us from providing part or all of the Services.

5. How we disclose information

We do not sell or rent personal information. We may disclose information as follows:

• Business customers. We provide conversation content, contact details, qualification results, summaries, and handoff data to the business on whose behalf the agent operates.
• Service providers. We use providers for AI and conversation infrastructure, cloud hosting, databases, security, support, analytics, communications, automation, and professional services.
• Payment processing. Stripe processes payment and billing information and may use information in accordance with its own privacy policy and legal obligations.
• Connected services. We send information to a channel, CRM, calendar, ecommerce platform, webhook, or other integration when a customer authorizes the connection or workflow.
• Legal and safety purposes. We may disclose information when reasonably necessary to comply with law or legal process; prevent fraud, abuse, or security threats; enforce agreements; or protect rights, property, and safety.
• Business transactions. Information may be transferred in connection with a proposed or completed financing, merger, acquisition, reorganization, or sale of assets, subject to appropriate confidentiality and legal requirements.
• With direction or consent. We may disclose information when the relevant customer or individual directs us to do so or otherwise provides valid consent.

6. AI and automated processing

Conversation content and related context may be processed by AI models and supporting systems to generate replies, classify intent, summarize interactions, or trigger customer-approved workflows. AI output may be inaccurate or incomplete and is not intended to replace qualified human judgment in legal, medical, financial, employment, credit, insurance, or other high-impact decisions.

We may review conversations and outputs to provide support, investigate errors or abuse, test the configured agent, and improve the Services as permitted by our customer agreement and applicable law. Customers should not submit highly sensitive or regulated information unless that use has been expressly approved in writing and appropriate safeguards are in place.

7. Cookies and similar technologies

We and our providers may use cookies, pixels, local storage, and similar technologies to keep the website and accounts functioning, remember preferences, maintain security, understand website performance, and measure communications or marketing.

You can manage cookies through your browser and, where offered, our consent controls. Blocking necessary cookies may affect account or website functionality. Where law requires consent for non-essential cookies, we will request it before using them.

8. Retention

We retain personal information only as long as reasonably necessary for the purposes described in this policy, including to provide the Services, follow customer instructions, meet contractual commitments, maintain business and security records, comply with law, resolve disputes, and enforce agreements. Retention periods vary based on the type of information, sensitivity, customer configuration, legal requirements, and whether an account remains active.

When information is no longer required, we take reasonable steps to delete, anonymize, or securely isolate it. Residual copies may remain temporarily in backups or records that must be retained for legal, accounting, fraud-prevention, or security purposes.

9. International processing

ConvoRev is based in Canada and uses providers that may process information in Canada, the United States, and other countries. Information processed outside your province, territory, or country may be subject to different privacy laws and may be accessible to courts, law-enforcement, or national-security authorities under local law. Where required, we use contractual and organizational safeguards for cross-border processing.

10. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information, taking into account its sensitivity and the nature of the Services. These measures may include access controls, authentication, vendor review, logging, encryption in transit where supported, and incident-response procedures.

No internet transmission or storage system is completely secure. Customers are responsible for protecting their credentials, limiting permissions, and promptly notifying us at hello@convorev.com about suspected unauthorized access.

11. Your rights and choices

Depending on your location and applicable law, you may have rights to:

• Ask whether we hold personal information about you and request access to it.
• Request correction of inaccurate or incomplete information.
• Request deletion, restriction, or portability where applicable.
• Withdraw consent or object to certain processing, subject to lawful limitations.
• Opt out of marketing emails using the unsubscribe link in the message.
• Challenge our compliance and make a complaint to the applicable privacy regulator.

Submit a request to the Privacy Officer at hello@convorev.com. We may verify your identity and authority before fulfilling a request. If we process the information for a business customer, we may refer the request to that customer or assist it in responding.

If a Canadian privacy concern is not resolved, you may have the right to contact the Office of the Privacy Commissioner of Canada or the applicable provincial privacy regulator.

12. Children

The Services are designed for businesses and are not directed to children under 16. We do not knowingly collect personal information directly from children under 16 without authorization required by law. If you believe a child has provided information to us improperly, contact us so we can investigate and take appropriate action.

13. Third-party services and links

The Services may link to or connect with third-party websites, platforms, and communication channels. Their privacy practices are governed by their own notices and agreements. ConvoRev is not responsible for a third party's independent privacy practices.

14. Changes to this policy

We may update this Privacy Policy to reflect changes in our Services, practices, providers, or legal obligations. We will post the revised version and update the date above. If a change is material, we will provide additional notice when required by law.

15. Contact us

For privacy questions, access requests, complaints, or concerns, contact:

Privacy Officer, ConvoRev
Email: hello@convorev.com
Website: https://convorev.com
Jurisdiction: Ontario, Canada