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 two groups of people: HVAC business owners who buy HeyDiane, and the callers (typically homeowners) whose calls Diane answers.

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, GHL 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

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.

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)
• Create and update contacts in the customer's CRM (GHL)
• 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.
• Twilio — phone number provider and call routing.
• Stripe — payment processor. PCI-DSS certified. We never store full card numbers.
• Resend — transactional email delivery.
• GoHighLevel (GHL) — CRM where contact records and call summaries are stored on the customer's behalf.
• Vercel — web hosting for the HeyDiane site and API.
• Cloudflare — DNS and DDoS protection.

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. 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.

6. 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

7. 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.

8. 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.

9. Children

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

10. 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.

11. How to reach us

The Human Frequency Inc.
Sherwood Park, Alberta, Canada
hello@heydiane.ca

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