Loopback answers phone calls for plumbing companies. That means we handle information about two groups of people: the companies who sign up (and their staff), and the people who call them. This policy explains what we collect from each, what we do with it, and what you can ask us to do about it.
Loopback is run by [LEGAL ENTITY NAME] ("Loopback", "we", "us"). If anything here is unclear, write to [CONTACT EMAIL].
Who this covers
- Customers. Plumbing companies that use Loopback, and the owners, dispatchers and technicians they add to their account.
- Callers. Anyone whose call to a customer's number is answered by Loopback.
- Visitors. Anyone browsing loopback.works.
When we answer a call, we do it on behalf of the plumbing company you called. That company decides how Loopback greets you, what it asks, and who on their team gets your details. We handle caller information to provide the service to them, and we don't use it for anything else. If you called a plumber and want to know what they've done with your information, ask them first. You can also ask us, and we'll help.
What we collect
From customers
- Company details: business name, phone numbers, service area, hours, pricing you choose to share, on-call list, and the instructions you give Loopback.
- Team members' names, mobile numbers, email addresses and roles.
- Sign-in data: the one-time codes we send you (stored only as a hash, and only for 10 minutes) and session records.
- Billing details once paid plans start. Card numbers are held by our payment processor, not by us.
- Messages you send us for support.
From callers
- The number you called from and the time and length of the call.
- What you say during the call. Your voice is turned into text as you speak so Loopback can answer. We keep the written transcript. We do not store recordings of the audio.
- Details you give, such as your name, address, the problem, access notes like a gate code, and any appointment booked.
- A short summary of the call, and the text messages Loopback sends you or the plumber.
From visitors
Our hosting provider logs basic request data (IP address, browser, pages requested) to keep the site running and secure. We don't use advertising or analytics trackers. The only cookies we set are the ones that keep customers signed in.
How we use it
- To answer calls, triage them, book jobs and notify the right person on the customer's team.
- To show customers their calls, transcripts, messages and bookings in the dashboard.
- To sign people in and keep accounts secure.
- To bill customers, once paid plans start.
- To fix problems, answer support requests and improve how Loopback handles calls.
- To meet our legal obligations.
We don't sell personal information, we don't share it for advertising, and we don't use callers' information to market to them.
Who helps us run Loopback
A few service providers process information for us. Each only gets what it needs to do its part, and only for that purpose.
- Telnyx: phone calls and text messages.
- Deepgram: turning speech into text, and text into Loopback's voice.
- Cerebras, Anthropic and Google: the language models that work out what Loopback says next during a call.
- Cloudflare: hosting this site and the dashboard, and storing account data.
- Fly.io: running the servers that answer calls.
- Resend: sending email, including sign-in codes.
We may also disclose information if the law requires it, to protect someone's safety, or as part of a sale or merger of our business, in which case this policy would continue to apply.
Where it's stored
Loopback is a Canadian service, but several of the providers above store or process data in the United States and other countries. Information handled there is subject to those countries' laws and can be accessed by their authorities. We choose providers that protect data to a standard comparable to Canadian law and bind them to do so by contract.
How long we keep it
We keep customer and caller information for as long as the customer's account is open, so their call history stays available to them. Customers can ask us to delete specific calls sooner. When an account is closed, we permanently delete its data within 90 days, except for anything we're legally required to keep longer, such as billing records.
How we protect it
Data is encrypted in transit and at rest. Each customer's data is stored separately from every other customer's. Access inside Loopback is limited to the people who need it to run and support the service. No system is perfectly secure, and if a breach puts people at real risk of harm, we will tell the affected customers, the affected individuals where we can reach them, and the regulators as the law requires.
Your rights
You can ask us to show you the personal information we hold about you, correct it, or delete it. You can also withdraw your consent, though for customers that may mean we can no longer provide the service. Callers can make these requests to the plumbing company or to us. We'll respond within 30 days, and we may need to confirm who you are first.
If you're not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada or, in Quebec, the Commission d'accès à l'information.
Children
Loopback is a business service and isn't meant for children. We don't knowingly collect information from anyone under 16 except as a caller to a plumbing company.
Changes
If we change this policy, we'll update the date at the top. If the change is significant, we'll email customers before it takes effect.
Contact
Our privacy officer is [PRIVACY OFFICER NAME]. Reach them at [CONTACT EMAIL] or by mail at [MAILING ADDRESS].
See also our Terms of Service.