Privacy Policy
Last updated: November 5, 2026
- We collect what we need to run TextBacks: your account details, and the calls, texts and voicemails that come through your TextBacks number.
- We never sell personal information, never use it for advertising, and never use it to train AI models.
- Some of it is processed in the United States by our phone and payment providers.
- If you cancel, we delete your data after 30 days. You can also delete everything right away from your settings.
- Questions or requests: privacy@textbacks.ca.
1. Who we are
TextBacks is operated by [Legal business name] (“TextBacks”, “we”, “us”), located in Burnaby, British Columbia, Canada. We follow Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and British Columbia’s Personal Information Protection Act (PIPA), where they apply.
Our Privacy Officer is responsible for how we handle personal information. You can reach them at privacy@textbacks.ca or by mail at [mailing address].
2. Who this policy is about
- Customers: businesses that use TextBacks, and the people on their team.
- Website visitors: people who visit our website or contact us.
- Callers: people who call or text a business that uses TextBacks. We handle caller information on behalf of that business, only to provide the service to them. The business is responsible for its relationship with its callers.
3. What we collect
| About | What we collect |
|---|---|
| Your account | Your name, email address, business name, legal business name, address and website; your password (stored only in scrambled, one-way form); your business phone number and your team’s cell numbers; your settings and message templates; and when you accepted these terms. |
| Billing | Handled by our payment processor. We don’t store full card numbers. We receive limited details such as the card type, last four digits, expiry date and payment status. |
| Callers | The caller’s phone number; the date and time of the call; which team phone was called, if the phone company tells us; the text messages sent and received; voicemail recordings and their written transcripts; whether they opted out of texts; and the type of phone line (for example mobile, landline or internet number), which we use for spam filtering. |
| Website | What you send through our contact form (name, phone, email, message). Basic technical logs such as IP address, browser type and the time of each request, used for security. Your light or dark mode choice, stored only in your own browser. |
Cookies: we use one necessary cookie to keep you signed in. We don’t use advertising cookies or third-party tracking.
4. How we use it
- To provide TextBacks: texting callers back, recording and transcribing voicemails, showing your inbox, and sending you alerts.
- To set up and test your account, including test calls to the phone numbers you give us.
- To manage your account and billing, and to answer your questions.
- To keep the service secure and prevent spam, fraud and abuse.
- To meet our legal obligations, including registering your business with phone carriers so your texts can be delivered.
We do not sell personal information. We do not use it for advertising. We do not use your or your callers’ information to train artificial intelligence models.
5. Consent
When you create an account, you agree to us collecting and using your information as described here. You can withdraw your consent at any time by cancelling or deleting your account, although we may then be unable to provide the service.
As a TextBacks customer, you are responsible for having a lawful basis to contact your callers, including under Canada’s Anti-Spam Legislation (CASL). TextBacks is designed to only text people who just called you, to identify your business in every message, and to honour “STOP” and “ARRET” replies.
6. Who we share it with
We only share personal information with service providers who help us run TextBacks, under agreements that require them to protect it and use it only for that purpose:
- Twilio Inc. (United States): phone numbers, calls, text messages, voicemail recording, transcription and phone line lookups.
- Our payment processor [Stripe, Inc. / Stripe Payments Canada] (Canada and United States): billing.
- Our hosting provider [hosting provider name and data location]: storing the TextBacks application and database.
- Google (United States): our website loads fonts from Google’s servers, which means Google receives your IP address.
- Phone carriers: your business name, address and contact details, which carriers require before they deliver business text messages.
We may also disclose information when the law requires it, to protect the rights and safety of our users or the public, or as part of a sale or merger of our business, in which case the new owner must protect it as this policy describes.
7. Information stored outside Canada
Some of our service providers store and process information in the United States. While it is there, it is subject to the laws of that country and may be accessed by its courts, law enforcement and national security authorities.
8. How long we keep it
- While your account is active: we keep your conversations, voicemails and settings so they appear in your inbox.
- After you cancel: we keep your data for 30 days in case you change your mind, then delete it automatically.
- If you delete your account: we delete it from our systems right away, and ask Twilio to delete your voicemail recordings and message logs. Service providers may keep limited records, such as call and billing records, where the law or their own policies require it.
- Backups: deleted information can remain in our backups for up to 30 days.
- Contact form messages: up to 2 years, or less if you ask.
- Billing records: as long as tax law requires, which is generally 6 years in Canada.
9. How we protect it
We use encrypted connections (HTTPS), store passwords only in scrambled form, limit who can access information, require you to be signed in to see conversations or play voicemails, and limit how often features can be used to prevent abuse. No system is perfectly secure. If a breach creates a real risk of significant harm, we will notify the people affected and the Office of the Privacy Commissioner of Canada, as the law requires.
10. Your rights
You can ask to see the personal information we hold about you, ask us to correct it, withdraw your consent, or ask us to delete it. Email privacy@textbacks.ca. We will respond within 30 days. We may need to confirm your identity first.
If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca) or, in British Columbia, the Office of the Information and Privacy Commissioner for BC (oipc.bc.ca).
11. If you called a business that uses TextBacks
Reply STOP (or ARRET) to any text to stop receiving them. For questions about how a business uses your information, contact that business. You can also contact us at privacy@textbacks.ca, and we will help or pass your request on.
12. Children
TextBacks is a service for businesses. Account holders must be at least 18 years old. We don’t knowingly collect information from children for our own purposes.
13. Changes to this policy
If we change this policy, we will update the date at the top. If the change is important, we will tell you by email or in the app and ask you to review it.
14. Contact us
[Legal business name], attention Privacy Officer
[Mailing address], Burnaby, British Columbia, Canada
privacy@textbacks.ca