Privacy Policy

HeyDiane is operated by The Human Frequency Inc., a Canadian corporation based in Sherwood Park, Alberta. This policy describes what personal information we collect, why we collect it, and how we handle it. It applies to three groups of people: HVAC business owners who buy HeyDiane, the callers (typically homeowners) whose calls Diane answers, and visitors to this website.

1. What we collect

From HVAC business customers

• Name, email, phone number, business name, business address
• Service configuration: service area, pricing tiers, after-hours fees, escalation rules, calendar credentials, hours of operation
• Payment information processed by Stripe (we never see card data)
• Email correspondence with us

From callers who phone a HeyDiane-equipped number

• Audio of the phone call, including a written transcript and a machine-generated summary
• Information the caller provides during the call: name, callback number, service address with postal code, nature of the request
• Call metadata: time, duration, caller ID

From visitors to heydiane.ca

This is separate from the call data above, and most of it is never linked to a name. If you only read the website and never call or sign up, this is the whole of it.

• Pages viewed, referring link, approximate location (city or region, derived from IP address), device and browser type
• How you interacted with a page: clicks, scrolling, and mouse or touch movement, recorded as a replay of the page rather than of you
• Anything you type into a form only once you submit it — not while you are typing. See section 5.

2. Call recording consent

Calls answered by Diane are recorded and transcribed for the purpose of booking the appointment, escalating to the business owner when needed, and quality assurance. Diane discloses recording at the start of every call (“Hi, this is Diane — this call may be recorded.”) per CRTC requirements. A caller who does not consent to recording can hang up at that point; they will not be recorded further.

Recordings are stored for 90 days for tuning and dispute resolution, then automatically purged. A business owner can request earlier deletion of any specific recording by emailing hello@heydiane.ca.

For a plain-English overview of how Alberta's single-party consent rule, CRTC business-call expectations, and PIPEDA apply to an AI receptionist, see our guide on AI receptionist compliance in Alberta. It is general information, not legal advice.

3. How we use the information

• Operate the AI receptionist service (route calls, book appointments, send confirmations)
• Process payments and send receipts (Stripe) and transactional emails (Resend)
• Capture caller details into the customer's HeyDiane dashboard
• Send the customer a daily 7am call summary email
• Improve Diane's performance — we may review recordings and transcripts to identify failure modes and retrain prompts. No personal information from callers is used to train any general-purpose AI model.
• Communicate with the business customer about their account, updates, and onboarding

4. Third parties we share information with

HeyDiane is built on top of several specialist services. Each processes a specific slice of the data described above, under their own privacy commitments:

• Retell — voice AI provider that runs the actual call with Diane. SOC 2 Type II certified.
• Groq — the large language model provider HeyDiane uses by default for the Diane Chat website widget and for summarizing a business's public website during setup. Whatever a visitor types into the chat widget, plus the business context Diane answers from, is sent to Groq to generate the reply.
• Anthropic — the alternate large language model provider for the same widget, used when HeyDiane is configured to run on Anthropic instead of Groq. Anthropic does not train its models on data sent through its API.
• Twilio — phone number provider and call routing.
• Supabase — the managed Postgres database behind the owner dashboard. It stores your business configuration and the details captured on a call: caller name, callback number, service address, and the scheduled job.
• Stripe — payment processor. PCI-DSS certified. We never store full card numbers.
• Resend — transactional email delivery.
• Vercel — web hosting for the HeyDiane site and API.
• Cloudflare — DNS and DDoS protection.
• Sentry — application error and performance monitoring. Used to detect and fix crashes; diagnostic data may incidentally include limited personal information present at the time of an error.
• Microsoft — Clarity, the website analytics tool described in section 5. It processes how visitors move around heydiane.ca. It is not involved in phone calls and never receives call recordings, transcripts, or customer account data.

We do not sell, rent, or trade personal information with anyone. We will disclose information only if compelled by a Canadian court order or under a substantiated legal request.

5. Cookies, analytics, and how we measure the site

This section is about heydiane.ca itself. It has nothing to do with phone calls: none of the tools below can see a call recording, a transcript, or anything a caller told Diane.

We use three things to understand how the website is working, and we use them to fix the site rather than to build a profile of you:

• Vercel Web Analytics — counts page views and which pages lead to a signup. It does not use cookies and does not follow you to other websites.
• Cloudflare — basic traffic and security measurement as part of protecting the site.
• Microsoft Clarity — heatmaps and session replay. It records how a page was used: where the cursor moved, what was clicked, how far the page was scrolled. It is configured so that whatever you type into a form is hidden from the replay, and passwords are never captured. We watch these to find the parts of the site that are confusing or broken.

Clarity sets two cookies (_clck and _clsk) to tell one visit apart from the next. Microsoft describes what it collects, and offers a way to opt out of Clarity across every site that uses it, at clarity.microsoft.com/terms. Blocking third-party scripts in your browser, or using its private browsing mode, also prevents it.

We do not currently run advertising or retargeting cookies, and we do not sell or share website analytics with advertisers. If that changes, this section changes with it — it is generated from the same setting that switches the tags on, so it cannot say “no advertising” while an ad tag is running.

If you would rather we did not measure your visit at all, email hello@heydiane.ca and we will tell you exactly what is set and how to clear it.

6. Where the data lives

The majority of our data is stored in North American data centres (Canada and the United States) operated by the providers listed above. Some processing (e.g. transcription) may briefly occur in US regions. By using HeyDiane, you consent to the cross-border transfer of information as described.

7. How long we keep it

• Call recordings & transcripts: 90 days, then purged
• Call summaries & metadata: kept for the life of the customer relationship
• Customer account data: kept for the life of the relationship + 7 years for tax records
• Email communications: kept indefinitely unless deletion is requested

8. Your rights

You can:

• Request a copy of the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information (subject to our 7-year tax retention obligation)
• Opt out of marketing emails at any time

Email hello@heydiane.ca with the subject “Privacy request” and we'll respond within 30 days.

9. Security

We use HTTPS everywhere, encrypt data in transit, and rely on the security controls of the providers listed above. No system is perfectly secure; if a breach occurs that affects your information, we will notify affected customers within 72 hours and the Office of the Privacy Commissioner of Canada per PIPEDA requirements.

10. Children

HeyDiane is a business service. It is not directed at people under 18 and we do not knowingly collect information from minors.

11. Changes to this policy

When the substance of this policy changes we update the effective date at the top and email all active business customers. The version you accepted at signup remains binding for any historical claim period until we've given notice and a reasonable opportunity to object.

12. How to reach us

The Human Frequency Inc.
314-222 Baseline Road, Unit 83
Sherwood Park, AB T8H 1S8, Canada
hello@heydiane.ca

This document is plainly written so anyone can read it. If something isn't clear, email us — we'll explain.