aillo.

Privacy Policy

Last updated: 25 July 2026

This Privacy Policy explains how Aillo ("Aillo", "we", "us") collects, uses, discloses and protects personal information when you use the Aillo AI receptionist service (the "Service"), and describes your rights under Québec's Act respecting the protection of personal information in the private sector(Law 25) and Canada's PIPEDA. It applies to our business customers (account holders) and, where noted, to the callers whose calls the Service answers.

1. Who we are

The organization responsible for your personal information is Aillo, based in Montréal, Québec, Canada. Questions and privacy requests can be sent to the person responsible for the protection of personal information (our Privacy Officer) at [email protected].

2. Information we collect

We collect only what we need to run the Service:

  • Account & business details — your email, password (stored only as a secure hash), business name, sector, language, timezone, opening hours, and the greeting, assistant configuration and knowledge you provide for your receptionist.
  • Call & message data— for calls the Service answers on your behalf: the caller's phone number, the call audio (processed in real time to understand and respond), the transcript, and any appointment or message details captured (such as a name, callback number, requested time and notes).
  • Billing data — your plan, credit balance and usage. Card payments are processed by Stripe; we do not store your full card number.
  • Technical data — sign-in and security logs, IP address, and basic device information needed to operate and secure the Service.

3. How we use your information

  • Answer calls, book appointments and take messages for your business.
  • Notify you of appointments, messages and urgent calls.
  • Process payments, manage credit and prevent abuse or fraud.
  • Provide support, maintain security, and improve the reliability of the Service.

We do not sell your personal information, and we do not use the content of your calls for advertising.

4. Consent

By creating an account and using the Service you consent to this Policy. You may withdraw your consent at any time (see Your rights below); withdrawing consent may mean we can no longer provide the Service. Because the Service answers phone calls, you are responsible for informing your own callers, where required, that calls are handled by an automated assistant and may be transcribed.

5. Service providers & international transfers

We share personal information only with trusted providers who process it on our behalf to deliver the Service. Some of them may store or process data outside Québec, including in the United States, under contractual protections:

  • Supabase — database, authentication and storage.
  • Telnyx — telephone numbers and call connectivity.
  • Google (Gemini) and/or OpenAI — AI models that transcribe and understand calls to respond and book appointments.
  • Stripe — payment processing.
  • Resend — transactional email (confirmations, notifications).
  • Vercel and Railway — application and service hosting.

We assess the privacy protection offered before transferring personal information outside Québec, as required by Law 25.

6. Retention

We keep personal information only as long as needed for the purposes above or as required by law. An automatic clean-up runs on a schedule and applies these maximum periods:

  • Call audio is not stored. It is processed in real time so the assistant can understand and answer, and is not kept as a recording — there is no audio file to delete later.
  • Call transcripts — erased after 90 days.Ninety days after a call, the written content of the conversation is permanently erased from that call record. The record of the call itself (date and time, duration, the caller's number, the outcome and what it cost) is kept, because we need it for billing, reconciliation and our accounting obligations.
  • Messages — deleted after 12 months. A message taken by the assistant is deleted in full, twelve months after it was taken, once it has been read in your dashboard. A message you never open stays until you delete it, so nothing is lost before you have seen it — you can delete any message yourself at any time.
  • Appointments — anonymized after 24 months.Twenty-four months after an appointment has taken place, the customer's name, phone number and any notes are permanently removed from it. The booking itself (date, service, price) is kept without those identifying details, so your history and revenue figures stay accurate.
  • Account, business and billing data is kept while your account is active and, after closure, only for as long as needed to meet our legal, accounting and tax obligations.

Deleting sooner, yourself. You do not have to wait for these periods. In your dashboard you can delete any individual call (transcript included) from the Calls page and any message from the Messages page, and you can cancel an appointment from the calendar. Deletions are immediate and permanent. For anything you cannot remove yourself — including closing your account and erasing the data attached to it — write to [email protected] and we will delete it, except where the law requires us to keep it (for example billing records kept for tax purposes).

7. Your rights

Under Law 25 and PIPEDA you may, subject to legal limits:

  • Access the personal information we hold about you and know how it is used;
  • Have inaccurate or incomplete information corrected;
  • Withdraw consent, or ask us to delete or stop using your information;
  • Receive certain information in a structured, commonly used technological format (portability).

Some of these you can exercise directly in your dashboard: call transcripts and messages can be deleted there yourself, at any time, without asking us (see Retention above). For everything else — access, correction, portability, withdrawing consent, or deleting your account — contact [email protected]. We respond within the timeframe required by law. If you are not satisfied, you may file a complaint with the Commission d'accès à l'information du Québec (CAI).

8. Callers' personal information

When the Service answers calls for your business, we act as a service provider (processor) handling caller information on your instructions. Your business remains responsible for that information toward your callers. A caller who wishes to access or delete their information should contact the business they called; we will assist that business in responding.

9. Security

We use appropriate technical and organizational measures — encryption in transit, hashed passwords, strict access controls and tenant isolation so each business can only see its own data. No system is perfectly secure, but we work to protect your information and will notify you and the authorities of a confidentiality incident as required by law.

10. Cookies

We use only the cookies and local storage strictly necessary to sign you in, keep your session and remember your theme preference. We do not use advertising or third-party tracking cookies.

11. Children

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

12. Changes

We may update this Policy. Material changes will be communicated through the Service or by email, and the "Last updated" date above will change.

13. Contact

Privacy Officer — Aillo, Montréal, Québec, Canada — [email protected].