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Privacy Policy

Agence Automatisation Axel

Last updated: October 13, 2026

Agence Automatisation Axel ("Axel", "we", "our") is committed to protecting the personal information it collects, uses and shares in the course of its business, including the Smart Voicemail, the AI receptionist, Messagerie 360, Comptoir Web, Google Business Profile management, CRM systems, websites and advertising campaigns (the "Services").

This Privacy Policy (the "Policy") is written in accordance with Quebec's Act respecting the protection of personal information in the private sector, as amended by Law 25. It explains what information we collect, why, how we protect it, who we share it with and what your rights are.

This Policy applies to three categories of people:

  • our Clients: businesses that subscribe to our Services;
  • Callers: our Clients' customers and prospects who interact with the Smart Voicemail, the AI receptionist or our other systems;
  • Axel Prospects: businesses, and their owners, whom we contact to present our Services.

1. Person in charge of the protection of personal information

In accordance with Law 25, Axel has designated the following person as the person in charge of the protection of personal information:

Frederick David Ettedgui President and Privacy Officer Agence Automatisation Axel Email: data@aaaxel.com

The Privacy Officer ensures compliance with this Policy, handles requests for access, correction and removal, receives complaints and manages any confidentiality incident.

2. Information we collect

2.1 Information about our Clients

  • Business name, contact persons' names and contact details, address;
  • Limited billing information (amount, payment status and history). We never store full credit card data: it is processed exclusively by our certified payment provider (Stripe);
  • Operational information provided during the discovery call and onboarding (business hours, services offered, internal processes, access to Google Business Profile, CRM, website and social media accounts).

2.2 Information about Callers

When a person contacts a Client's Smart Voicemail or AI receptionist, we may collect, on behalf of that Client:

  • their name, phone number and any information they voluntarily provide during the call or message exchange (nature of the request, address, availability, email address);
  • an audio recording and a transcript of the call;
  • technical metadata (date, time, duration, number dialed).

At the start of every call, the Caller is informed that they are speaking with a virtual assistant and that the call may be recorded and transcribed to handle their request. A Caller who does not wish to continue may hang up or ask to leave a message.

This information is collected in the name and on behalf of the Client, who remains responsible for its own customer data. Axel acts solely as a service provider (see section 5).

2.3 Information about Axel Prospects

To find new businesses that may benefit from our Services, we use lead generation tools developed in house. These tools collect only publicly published business information, mainly from the following sources:

  • Google's public business listings (Google Maps and Google Business Profile);
  • the public registry of licence holders of the Régie du bâtiment du Québec (RBQ);
  • businesses' public websites.

The information collected is limited to: business name, owner's name when published, published business phone number and email address, business address, industry, RBQ licence number, and public indicators such as the number of Google reviews, average rating and whether the business has a website.

For each phone number, we keep a record of the public source and the date it was consulted.

When a business is operated by a self-employed person or a sole proprietorship, some of this information may constitute personal information. We then protect it with the same safeguards as any other personal information.

We do not collect any sensitive personal information about our Prospects (financial, health or personal identity information). We neither buy nor sell prospect lists.

2.4 Technical information (websites)

When Axel hosts or manages a website, standard browsing data may be collected (IP address, browser type, pages visited), including through cookies, for analytics and site operation purposes.

3. Purposes of collection

We use the information collected only to:

  • provide, configure and improve the Services;
  • send the Client summaries of calls and messages (email, text or agreed tool);
  • book appointments and respond to Callers' requests on behalf of the Client;
  • handle billing and Client support;
  • optimize the Client's Google Business Profile, CRM and website;
  • run advertising campaigns on behalf of the Client, when this service is subscribed;
  • contact our Prospects by phone, text or email to present our Services;
  • meet our legal and tax obligations.

We never sell personal information. We do not use Callers' information for our own commercial purposes outside the mandate given by the Client.

No decision with a significant effect on a person is made based exclusively on automated processing of their personal information.

4. Consent and withdrawal

By providing us with information, or by continuing a call after being informed it is recorded, you consent to its use for the purposes described in this Policy.

You may withdraw your consent at any time, subject to our legal or contractual obligations.

Axel Prospects: every text message we send identifies the sender and lets you reply "STOP" to receive no further messages. You may also ask at any time to be removed from our prospecting lists by writing to allo@aaaxel.com. Your request is processed free of charge within 10 business days: your contact details are removed from our active lists and added to our internal exclusion list so that you are no longer contacted.

5. Axel as a service provider

When we process Callers' information on behalf of a Client, the Client remains the person responsible for that information under the law. Axel acts as a service provider.

In accordance with section 18.3 of the Act respecting the protection of personal information in the private sector, our Service Agreement with each Client provides in particular that:

  • the information is used only to provide the agreed Services;
  • Axel does not keep the information after the end of the mandate, unless required by law;
  • Axel implements appropriate security measures;
  • Axel notifies the Client without delay of any confidentiality incident;
  • the Client may verify compliance with these commitments.

Callers who wish to exercise their rights may contact the business they called directly, or write to us and we will forward their request to the Client concerned.

6. Sharing of information

We may share information with:

  • the Client concerned, for information collected from its Callers;
  • our technology service providers, only to the extent necessary to provide the Services, including:
    • Vapi (voice agents and AI receptionist);
    • Twilio (telephony, text messaging and line type verification);
    • artificial intelligence model providers used by these platforms to understand and answer calls;
    • Make (process automation);
    • Pipedrive (customer relationship management);
    • Stripe (payment processing, PCI-DSS certified);
    • Lovable and our web hosting and cloud providers;
    • Google (Google Business Profile), Meta (Facebook and Instagram) and LinkedIn, for listing and advertising campaign services, where applicable.

Each of these providers is contractually required to protect the information entrusted to it and to use it only for the agreed purposes.

We may also disclose information when required by law, or in the context of a business transaction (merger, acquisition, sale of assets), under the conditions set out by law.

7. Communication of information outside Quebec

Several of our providers host or process information outside Quebec, mainly in the United States and the European Union.

Before any personal information is communicated outside Quebec, Axel conducts a privacy impact assessment (PIA), as required by section 17 of the Act. This assessment considers the sensitivity of the information, the purposes for which it will be used, the contractual and technical protection measures offered by the provider and the applicable legal framework. We communicate information only if the assessment shows that it will receive adequate protection. These assessments are reviewed whenever a provider is added or changed.

8. Retention and destruction

We keep personal information only as long as necessary for the purposes for which it was collected:

  • Clients: for the duration of the subscription, then for the period required by our tax and legal obligations (generally 6 years for billing records);
  • Callers: recordings and transcripts kept for the period defined with the Client, up to a maximum of 12 months, then deleted or anonymized;
  • Axel Prospects: up to 24 months without interaction, then deleted. Removal requests are kept on our exclusion list so your choice is respected.

At the end of the retention period, information is securely destroyed or anonymized.

9. Security

We implement reasonable administrative, technical and physical safeguards to protect personal information against unauthorized access, use, disclosure or loss, including: access limited to those who need it, two factor authentication on our accounts, encrypted communications and the use of reputable providers.

Since no system is infallible, we cannot guarantee absolute security.

10. Confidentiality incidents

Axel keeps a register of confidentiality incidents. If an incident presents a risk of serious injury, we promptly take steps to limit its consequences, and we notify the Commission d'accès à l'information du Québec and the persons concerned, as required by law. When the incident involves information processed for a Client, we notify that Client without delay.

11. Your rights

Any person whose personal information we hold has the following rights:

  • the right to be informed of the information we hold about them and to access it;
  • the right to have inaccurate, incomplete or equivocal information corrected;
  • the right to withdraw consent, subject to our legal or contractual obligations;
  • the right to request that dissemination of their information cease or that it be de-indexed, in the cases provided for by law;
  • the right to data portability for their computerized information, in a structured, commonly used technological format.

To exercise any of these rights, write to our Privacy Officer at data@aaaxel.com. We will respond within 30 days of receiving your request.

12. Complaints

If you are dissatisfied with how we handle your personal information, write to data@aaaxel.com. Your complaint will be reviewed by our Privacy Officer, who will respond in writing within 30 days.

If our response does not satisfy you, you may contact the Commission d'accès à l'information du Québec (www.cai.gouv.qc.ca).

13. Cookies

Websites managed by Axel may use cookies to improve the browsing experience and collect usage statistics. You can disable cookies in your browser settings, which may limit certain site features.

14. Changes to this Policy

We may modify this Policy at any time. Any change is published on this page with a revised update date. In the event of a significant change, we will inform our Clients by email.

15. Contact

Questions about this Policy, exercising your rights or complaints: Frederick David Ettedgui, President and Privacy Officer data@aaaxel.com

Removal from prospecting lists: allo@aaaxel.com

This Privacy Policy should be read together with our Service Agreement. In the event of any discrepancy between the French and English versions, the French version prevails.