Privacy Policy
Effective October 24, 2026. This policy replaces all previous versions.
Virtual Assistant Canada (“Virtual Assistant Canada LLC”, “we”, “us” or “our”) respects your privacy. This policy explains what personal information we collect, why we collect it, how we use and protect it, and the choices you have. It applies to our website, our forms and checkout pages, the services we provide to clients, and our AI receptionist service.
We handle personal information in accordance with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.
WHO IS RESPONSIBLE FOR YOUR INFORMATION
Virtual Assistant Canada is accountable for the personal information under its control, including information transferred to service providers for processing. Questions, access requests and complaints may be directed to our Privacy Officer at [email protected].
WHAT WE COLLECT
From clients and prospective clients: name, business name, job title, email address, telephone number, mailing and billing address, the details you give us about the work you need done, the tools and accounts you ask your assistant to use, your correspondence with us, and records of the services you have purchased.
Payment information: payments are handled by our payment processor. We receive confirmation of payment, the plan purchased, the card type and last four digits, and the billing address. We do not store complete payment card numbers on our systems.
Work records: the time your assistant works for you is tracked to the second by our time-tracking provider, along with the tasks and projects that time is recorded against. These records are used to bill you and to report your hours to you.
From visitors to our website: IP address, browser and device information, the pages you view, the page that referred you, and information collected through cookies and similar technologies.
From callers and correspondents handled by our AI receptionist service: telephone number, the audio of the call, a written transcript of the call, and any information provided during the conversation, such as name, contact details, appointment requests and the reason for contact. The same applies to text messages, chat messages, social media messages and emails handled by the service.
From people applying to work with us: the information in your application, including your resume, experience, skills, and the results of any assessment or recorded interview.
CALL RECORDING, TRANSCRIPTION AND AUTOMATED PROCESSING
Where a client subscribes to our AI receptionist service, calls and messages to that client’s number are answered by an automated system. Those calls are recorded and transcribed. The recordings, transcripts and message histories are stored and made available to the client in their dashboard. Automated systems and artificial intelligence are used to understand what a caller says, generate a spoken or written response, book appointments, write message replies and summaries, and route or escalate the conversation to a person.
Where we operate an AI receptionist on behalf of a client, that client decides what the service is used for and is responsible for giving callers any notice their own circumstances or local laws require. For information collected through that service, we act as a service provider to that client.
We also use automated systems and artificial intelligence within our own business to draft and organise correspondence and to run internal processes. Drafted correspondence is reviewed by a person before it is sent. We do not make decisions that produce legal or similarly significant effects about you by automated means alone.
WHY WE COLLECT IT
We collect and use personal information in order to:
- respond to your enquiries and provide quotes;
- match you with a suitable assistant and set up your account;
- provide, support and improve the services you have purchased;
- record the time worked on your behalf and report it to you;
- take payment and maintain billing and tax records;
- communicate with you about your account, your assistant and your plan;
- meet our legal, tax and accounting obligations;
- protect against fraud, abuse and misuse of our services; and
- where you have agreed to it, send you marketing communications.
We do not sell your personal information, and we do not rent or trade it.
CONSENT
We collect, use and disclose personal information with your consent, except where the law permits or requires otherwise. By giving us your information, completing our forms, or purchasing our services, you consent to the uses described in this policy. You may withdraw your consent at any time, subject to legal and contractual restrictions and reasonable notice, by contacting us. Withdrawing your consent may mean we can no longer provide some or all of our services to you.
SERVICE PROVIDERS
We use third-party service providers to operate our business. Each is given only the information needed to perform its function and is required to protect it and to use it only for that purpose. They include:
- our customer relationship management, forms, telephony, messaging and artificial-intelligence platform, which holds client records, calls, messages, recordings, transcripts and automations;
- our payment processor, which handles card payments and subscriptions;
- our time-tracking provider, which records the time assistants work for each client;
- our email, document and calendar provider;
- our website host and our content delivery and security provider; and
- analytics and advertising providers, including Google, which help us understand how our website is used and measure our advertising.
WHERE YOUR INFORMATION IS STORED AND PROCESSED
Our service providers may store and process personal information outside Canada, including in the United States. Our nearshore assistants work from Mexico. Information stored or processed in another country is subject to the laws of that country and may be accessible to its courts, law enforcement and national security authorities.
Clients whose own obligations require that their information remain in Canada should tell us before work begins. Where we have agreed to a Canadian-only arrangement, that client’s work is assigned to assistants located in Canada.
HOW LONG WE KEEP IT
We keep personal information only as long as needed for the purposes described in this policy, or as long as the law requires. Billing and tax records are kept for the period required by Canadian tax law. Call recordings, transcripts and message histories held for a client are kept while that client’s account is active and are deleted after the account closes, unless we are required to keep them for longer. Enquiries that do not become clients are kept for a reasonable period and then removed.
SECURITY
We use physical, organisational and technical measures appropriate to the sensitivity of the information, including access controls, encryption in transit, and limiting access to the staff and contractors who need it. Our assistants and contractors are bound by confidentiality obligations. No method of transmission or storage is completely secure and we cannot guarantee absolute security. If a breach of our security safeguards creates a real risk of significant harm to you, we will notify you and the Office of the Privacy Commissioner of Canada as the law requires.
YOUR RIGHTS
You may ask us what personal information we hold about you, how it has been used, and to whom it has been disclosed. You may ask us to correct information that is inaccurate or incomplete, and you may ask us to delete information we are not required to keep. Write to [email protected]. We will respond within thirty (30) days, or tell you if we need more time. We may ask you to verify your identity before we act on a request. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.
COOKIES AND ANALYTICS
A cookie is a small file placed on your device that lets a website recognise your browser and remember information about your visit. We use cookies and similar technologies to keep the website working, to understand which pages are used, and to measure the performance of our advertising. We use Google Tag Manager together with Google analytics and advertising services for these purposes, and those services may set their own cookies.
Most browsers accept cookies automatically. You can change your browser settings to refuse cookies or to warn you when one is being set. Refusing cookies may prevent parts of this website from working properly.
MARKETING EMAILS
We send commercial electronic messages in accordance with Canada’s Anti-Spam Legislation (CASL). Every marketing message identifies us, gives our contact information, and contains an unsubscribe link that remains valid for at least sixty (60) days. You may unsubscribe at any time using that link or by writing to [email protected]. Messages about your account, your assistant and your billing are service messages and are sent whether or not you have opted in to marketing.
LINKS TO OTHER WEBSITES
Our website may contain links to other websites of interest. Once you use those links to leave our site, we have no control over the other website and cannot be responsible for the protection or privacy of any information you provide there. You should read the privacy policy of any website you visit.
CHILDREN
Our services are intended for businesses. They are not directed at children, and we do not knowingly collect personal information from anyone under the age of majority in their province or territory of residence.
CHANGES TO THIS POLICY
We may update this policy from time to time. When we make a material change we will update the effective date at the top of this page and, where appropriate, notify you. Your continued use of our website and services after a change takes effect means you accept the updated policy.
CONTACT US
Privacy Officer
Virtual Assistant Canada
[email protected]