Privacy Policy

What information we collect

We collect the following categories of personal information:

• Shop owner information: your name, email address, phone number, and business details (business name, location, industry) provided during onboarding.
• Customer review data: the first name of reviewers and the text of reviews submitted through connected platforms (e.g. Google). We do not collect or store customer last names.
• Customer contact information: phone numbers of your customers that you provide to us for the purpose of sending review request SMS messages. You are solely responsible for obtaining valid express consent from each customer under Canada's Anti-Spam Legislation (CASL) before providing their contact details to us.
• AI-generated content: draft responses generated by our system in response to customer reviews.

Website analytics

Our marketing website (concierly.co) uses Google Analytics to understand visitor traffic and measure which pages and referral sources lead to signups. This collects pseudonymous usage data (e.g. pages viewed, approximate location, referring site) via cookies. We do not use Google Analytics for advertising or ad personalization, and this data is not linked to your shop owner account. You can opt out using your browser's cookie settings or a browser extension such as Google's Analytics Opt-out Add-on.

Why we collect it

We collect this information solely to provide our review response service — helping you draft, review, and publish replies to customer reviews. We do not sell personal information and do not use it for advertising purposes.

How your information is processed

When a customer review is received, the review text (including the reviewer's first name) is sent to the Anthropic API (Claude) to generate a draft response. Customer last names are stripped before any data leaves our systems. Anthropic processes this data in accordance with their own privacy and data processing agreements.

Review notifications and alerts are transmitted via Twilio, a third-party SMS provider, as part of the core service.

Data residency

All customer and shop data is stored in AWS Canada (ca-central-1), located in Montréal, Quebec. We have chosen this region specifically to keep data within Canada in support of PIPEDA compliance obligations.

Third-party service providers

We share data with the following third parties only to the extent necessary to operate the service:

• Anthropic — AI processing of review text to generate draft responses.
• Twilio — SMS delivery for two purposes: (1) approval notifications and alerts sent to you as the business owner; and (2) review request messages sent to your customers' phone numbers that you provide (where you have obtained the required CASL consent).
• Resend — Transactional email delivery (review request confirmations, onboarding emails).
• Stripe — Payment processing. We do not store payment card details; all billing data is handled by Stripe.
• Google — Google Business Profile API for review data and response publishing; Google Maps Places API for business location lookups.
• Amazon Web Services (AWS) — cloud infrastructure, database storage, and user authentication (AWS Cognito).

Data retention

Personal data associated with your account is retained for the duration of your subscription. If your account is suspended, all data remains intact and your account can be reactivated by contacting us. Accounts that remain suspended for 90 days will receive advance warnings before any data is removed. Data is only permanently deleted upon explicit request to privacy@concierly.co. Anonymized and aggregated platform data (containing no personal identifiers) may be retained indefinitely for service improvement purposes.

Your rights under PIPEDA

Under PIPEDA, you have the right to:

• Access the personal information we hold about you.
• Correct inaccurate or incomplete personal information.
• Request deletion of your personal information, subject to legal and contractual obligations.

To exercise any of these rights, please contact us at privacy@concierly.co. We will respond within 30 days.

Contact

For any privacy-related questions or concerns, please contact our privacy officer at privacy@concierly.co.