Privacy Policy

Effective date: November 11, 2026 · Last updated: November 11, 2026

1. Who we are

MySeniorPhoneAgent.com ("MySeniorPhoneAgent", "we", "us") is a voice, text and web concierge for seniors in Ontario, Canada, and the family members who help them. Our AI assistant, Grace, takes requests by phone, text message and our online portal, and helps arrange things like appointments, repairs, home services and other errands.

MySeniorPhoneAgent is operated by MySeniorPhoneAgent, [BUSINESS MAILING ADDRESS]. This policy explains what personal information we collect, why we collect it, who we share it with, and the choices you have.

2. Information we collect

Depending on how you use the service, we may collect:

Contact details: names, phone numbers, email addresses and home addresses of seniors and the family members linked to their profile.
Request history: the errands, bookings and requests you make, their details, dates and times, and the confirmations we send.
Health-related details: information you choose to share so we can help, such as prescriptions, pharmacy details, medical appointments and the clinics or providers involved.
Call and message content: recordings and transcripts of phone calls with Grace, including the calls Grace makes to businesses for you, and the content of text messages you send Grace and portal messages.
Payment information: if you save a card, it is entered on a secure page run by our payment processor, Stripe. We never see or store your full card number; we keep only the card brand, last four digits and expiry date, and a record of any charges.
Account and website information: login details for the family portal, waitlist sign-ups, and basic technical data (such as IP address and browser type) used to keep the site secure and prevent spam.

3. Why we use it

To recognise callers and greet them by name, and to link a senior with their family members.
To understand and carry out requests, such as booking an appointment or arranging a repair, including by phoning the business on your behalf.
To charge your saved card for services you approve, such as rides.
To send confirmations, reminders and calendar invites by text message and email.
To provide customer support, keep records of what was arranged, and improve the quality and safety of the service.
To protect the service against fraud, spam and misuse, and to meet our legal obligations.

We only collect health-related information that is needed to fulfil a request you make. We do not sell personal information, and we do not use it for advertising.

4. Who we share it with

We share personal information only as needed to run the service:

Retell AI: provides the AI technology Grace uses to handle phone calls and text conversations, including call audio, transcripts and message content.
Twilio: provides our phone line, connects Grace's calls to businesses, and sends and receives text messages.
Stripe: our payment processor, which securely stores saved cards and processes charges.
Resend: our email provider, which sends confirmation emails and calendar invites.
Hosting and technical providers: store our data and keep the service running and secure.
Businesses Grace contacts on your behalf: for example a clinic, pharmacy, repair company or other service provider. We share only what that business needs to fulfil your request (such as your name, phone number, address, and the appointment or prescription details).
Family members linked to a senior's profile: they may receive confirmations for requests made on that senior's behalf.
Where required by law: for example to respond to a valid legal request or to protect someone's safety.

Some of our service providers may store or process information outside Ontario or outside Canada, including in the United States. When that happens, the information may be subject to the laws of that country.

All the above categories exclude text messaging originator opt-in data and consent; this information won't be shared with any third parties.

5. When Grace calls a business for you

When you ask Grace to book something, she phones the business you named, or one you saved, from our phone line. She says she is calling on your behalf and shares only what the business needs, such as your name, callback number, the service you want and, for home visits, your address. If someone asks whether she is a person or an AI, she answers honestly.

These calls are recorded and transcribed by our voice provider so we can confirm what was booked; recordings and transcripts are deleted after 30 days. Grace never reads out card or bank details on a call. Businesses are paid at the visit, or by an invoice or payment link sent to you.

6. Text messages

You can text Grace at our phone number to ask for help or book something, and she will text you back. We recognise you by the phone number saved on your profile. Texts from numbers we don't recognise get a single reply about our waitlist, and nothing is booked.

When you ask Grace to arrange something, we may send you a text message confirming the details. When a family member books something for you, you also get a text saying who booked it. Message frequency varies with the requests you make. Message and data rates may apply.

You can opt out of text messages at any time by replying STOP. Reply HELP for help. Opting out of texts does not cancel your requests; we will continue to confirm by email where we have one.

7. How long we keep it

We keep personal information only as long as needed to provide the service and meet our legal obligations. Recordings and transcripts of calls with Grace, including her calls to businesses, and of text conversations are kept by our voice provider for 30 days and then deleted automatically. After an account is closed, we keep payment records for 6 years (for tax and accounting purposes) and delete everything else, including profile details and request history, within 2 years. You can ask us to delete your information sooner, unless we are required by law to keep it.

8. How we protect it

We use reasonable safeguards, including encrypted connections, access controls and limited staff access, to protect personal information. No system is perfectly secure, but we work to keep your information safe and will notify you and the authorities where required if a breach puts you at real risk of significant harm.

9. Your choices and rights

Access and correction: you can ask to see the personal information we hold about you and ask us to correct it.
Withdraw consent: you can ask us to stop using your information, or remove a linked family member, at any time. Some requests may then no longer be possible.
Deletion: you can ask us to delete your profile and request history.
Texts and email: reply STOP to any text to stop text messages, or contact us to stop emails.
Waitlist: you can ask to be removed from the waitlist at any time.

If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.

10. Contact us

Questions, requests or concerns about privacy? Email us at privacy@myseniorphoneagent.com, or write to MySeniorPhoneAgent, [BUSINESS MAILING ADDRESS].

11. Changes to this policy

We may update this policy from time to time. We will post the new version on this page with a new "last updated" date, and tell you directly about significant changes.