Privacy Policy

1. Introduction

SmartDesk AI (“we,” “us,” or “our”) is a Canadian software-as-a-service (SaaS) platform that provides automated patient communication tools — including SMS, chat, and voice — to healthcare and professional service clinics across Canada. We are operated from Halifax, Nova Scotia.

We are committed to protecting the privacy and security of all personal information we collect, use, and disclose in accordance with Canada’s federal privacy law, the Personal Information Protection and Electronic Documents Act (PIPEDA), and applicable provincial privacy legislation including Nova Scotia’s privacy standards.

By using our platform or website (smartdeskai.ca), you agree to the collection and use of information in accordance with this Privacy Policy.

2. Scope of This Policy

This Privacy Policy applies to:

• Visitors to our website at smartdeskai.ca
• Clinic administrators and staff who use or evaluate the SmartDesk AI platform (“Clinic Users”)
• Patients whose information is processed through the platform on behalf of our clinic clients (“Patients”)

SmartDesk AI acts as a data processor on behalf of clinics (our clients), who are the data controllers responsible for their patients’ personal health information. Clinics are responsible for obtaining valid patient consent before using our platform to communicate with their patients.

3. Information We Collect

3.1 Information from Website Visitors

• Name and email address (when you submit an early access or contact request)
• Browser type, IP address, and pages visited (via standard web logs)
• Any information voluntarily submitted through contact forms

3.2 Information from Clinic Users

• Clinic name, address, and contact details
• Administrator name and email address
• Login credentials (passwords are encrypted and never stored in plain text)
• Platform usage data and activity logs

3.3 Patient Information Processed on Behalf of Clinics

When clinics use our platform to communicate with their patients, we may process:

• Patient name and phone number
• Appointment details (date, time, type)
• SMS and voice interaction logs
• Waitlist and booking preferences

4. How We Use Your Information

We use the information we collect for the following purposes:

• To provide, operate, and improve the SmartDesk AI platform
• To send automated appointment reminders, confirmations, and follow-ups on behalf of clinics
• To respond to early access requests and inquiries from potential clinic partners
• To maintain platform security and prevent unauthorized access
• To comply with legal obligations
• To contact you about platform updates or changes to this policy (with your consent)

We do not sell, rent, or trade your personal information to any third party for marketing purposes.

5. Legal Basis and Consent

Under PIPEDA, we collect, use, and disclose personal information only with the knowledge and consent of the individual, except where otherwise required or permitted by law.

• Website visitors consent to basic data collection by using our site
• Clinic users provide consent during account registration
• Patient consent for SMS and voice communications is the responsibility of the clinic. Clinics must obtain and document valid patient consent before using SmartDesk AI to contact patients, in compliance with Canada’s Anti-Spam Legislation (CASL) and applicable health privacy laws

6. Disclosure of Information

We do not disclose personal information to third parties except in the following circumstances:

• Service Providers: We use trusted third-party services including Twilio (SMS and voice delivery) and OpenAI (AI-powered responses). These providers are contractually bound to handle data securely and only for the purpose of delivering our services.
• Legal Requirements: We may disclose information if required by law, court order, or government authority.
• Business Transfer: In the event of a merger, acquisition, or sale of assets, personal information may be transferred, subject to the same privacy protections.

We do not disclose patient information to any party other than the clinic responsible for that patient’s care.

7. Data Storage and Residency

SmartDesk AI stores clinic and patient communication data in Canada. We are committed to keeping Canadian health-related data within Canadian borders in accordance with Nova Scotia and federal privacy expectations.

All data is protected using industry-standard security measures including encryption in transit (TLS/HTTPS) and access controls. We do not use offshore data centres for personal health information.

8. Data Retention

We retain personal information only as long as necessary to fulfill the purposes for which it was collected, or as required by law:

• Website inquiry data: retained for 12 months
• Clinic account data: retained for the duration of the service agreement plus 1 year
• Patient communication logs: retained for 24 months, or as directed by the clinic
• Backup data: purged within 90 days of deletion request

You may request deletion of your personal information at any time (see Section 10).

9. Cookies and Tracking

Our website (smartdeskai.ca) may use basic cookies or browser storage to:

• Maintain session state for logged-in users
• Collect anonymized analytics on page visits (e.g., page views, visit duration)

We do not use advertising cookies or sell browsing data. You can disable cookies in your browser settings; however, some platform features may not function correctly without them.

10. Your Privacy Rights

Under PIPEDA, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request that inaccurate or incomplete information be corrected
• Withdrawal of Consent: Withdraw consent to the collection or use of your information (subject to legal or contractual restrictions)
• Deletion: Request that your personal information be deleted, where no legal obligation requires us to retain it
• Complaint: File a complaint with the Office of the Privacy Commissioner of Canada (OPC) at priv.gc.ca

To exercise any of these rights, please contact us at: madan.purilla@smartdeskai.ca

We will respond to all privacy requests within 30 days, as required by PIPEDA.

11. Healthcare Privacy Compliance

SmartDesk AI is designed with healthcare privacy in mind:

• We comply with the federal Personal Information Protection and Electronic Documents Act (PIPEDA)
• Clinics operating in Ontario are responsible for their compliance with the Personal Health Information Protection Act (PHIPA)
• We support clinic compliance by providing minimum-data collection, audit logs of all patient communications, and consent-based messaging workflows
• We do not access, store, or process full electronic health records (EHR/EMR data)

Clinics remain the “health information custodian” as defined under provincial health privacy laws and are responsible for ensuring their use of SmartDesk AI complies with applicable legislation in their province.

12. Children’s Privacy

SmartDesk AI is a business-to-business (B2B) platform intended for use by healthcare clinics and their adult staff. We do not knowingly collect personal information from individuals under the age of 18 directly through our website or platform.

13. Third-Party Links

Our website or platform may contain links to third-party websites (e.g., partner PMS systems, resources). We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies independently.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. When we make material changes, we will update the “Last Updated” date at the top of this page and notify active clinic users by email.

Your continued use of our platform or website after changes are posted constitutes your acceptance of the updated policy.

15. Contact Us

If you have any questions, concerns, or privacy requests, please contact:

If you are not satisfied with our response, you have the right to contact: