1. Who we are
ContactLink.io is a customer relationship and lead follow-up platform for sales teams. It brings messages from several channels into one inbox, generates call tasks, dials contacts, and records and reports on calls.
The organisation responsible for the information described in this policy is 1001718522 Ontario Inc., registered at Units 7 & 9A, 871 Equestrian Court, Oakville, Ontario L6L 6L7. In this policy, "we", "us" and "our" mean that organisation. "You" means anyone visiting our website, requesting a demo, or using our platform.
2. Who this applies to
This policy covers three groups of people, and different parts apply to each.
- Website visitors. Anyone browsing contactlink.io or submitting the demo form.
- Customers and their users. Businesses that subscribe to ContactLink.io and the individual staff accounts they create.
- Contacts. The leads and customers our customers communicate with through the platform. If you are one of these people and want to know why a business contacted you, please contact that business directly — see section 3.
3. Our role: controller and processor
This distinction matters, so we want to be plain about it.
If you are a contact of one of our customers and want your data accessed, corrected or deleted, the business that contacted you is the right place to ask. If you reach us instead, we will pass the request to them and support them in answering it.
Business customers can request our data processing agreement at info@contactlink.io.
Our optional Facebook Marketplace Chrome extension has its own policy: Marketplace Sync privacy policy.
4. Information we collect
Information you give us
- Name, work email, phone number and company name when you request a demo
- Account credentials and user profile details
- Billing details, handled by our payment processor
- Anything you send us in support conversations
Information generated by using the platform
- Messages sent and received across connected channels
- Call logs — time, direction, duration, outcome and the numbers involved
- Call recordings, where recording is enabled
- Contact records, notes, tasks and workflow activity
- Login times, IP address and actions taken in the platform
Information collected automatically
- IP address, browser, device type and operating system
- Pages visited, referring URL and time on site
- Cookie identifiers — see section 13
5. How we use it
| Purpose | What that means |
|---|---|
| Providing the service | Running your inbox, dialer, workflows, recordings and reports |
| Support | Answering questions and troubleshooting, which may involve viewing your account |
| Billing | Taking payment and keeping financial records |
| Security | Detecting fraud, abuse, spam and unauthorised access |
| Improvement | Understanding which features are used so we can improve them |
| Communication | Service notices, and marketing where you have consented |
| Legal | Meeting obligations and responding to lawful requests |
We do not sell personal information. We do not share your customers' conversation data or call recordings with advertisers, and we do not use them to train third-party advertising or profiling systems.
6. Legal bases
In Canada we rely on your consent, and on the exceptions permitted under applicable privacy legislation. Where the GDPR or UK GDPR applies, we rely on:
- Contract — to provide the service you have signed up for
- Legitimate interests — to secure and improve the platform, where those interests are not overridden by your rights
- Consent — for marketing communications and non-essential cookies, which you can withdraw at any time
- Legal obligation — for tax, accounting and lawful requests
7. Call recording
ContactLink.io can record calls made and received through the platform. Recordings are stored against the contact record and can be played back, downloaded and reviewed by users of that account.
Recording applies only to calls placed or received through the platform. It starts when a call begins and stops when the call ends. We do not record ambient audio, and nothing is captured outside an active call.
Consent is our customer's responsibility. Call recording laws vary. Some jurisdictions allow recording with the consent of one party to the call; others require every participant to consent. If you use ContactLink.io, you are responsible for knowing which rules apply to you and for obtaining any consent required — including notifying people at the start of a call where that is necessary.
An audible tone plays at the start of a call to signal that recording has begun.
If you have been recorded by a business using ContactLink.io and want that recording deleted, contact the business directly. They control it.
8. Outbound calling and messaging
The platform can dial contacts automatically from a call list and send messages across connected channels. Customers are responsible for using these features lawfully.
Depending on where you and your contacts are, that may include obligations under Canada's Anti-Spam Legislation, the CRTC's Unsolicited Telecommunications Rules, the National Do Not Call List, and equivalent rules elsewhere. In practice this usually means having consent or an existing business relationship before contacting someone, identifying yourself clearly, honouring unsubscribe and do-not-call requests promptly, and respecting permitted calling hours.
The platform includes safeguards to help customers meet these obligations:
- Do-not-contact flags. A contact can be marked as do-not-contact, which stops further outbound attempts to them.
- SMS opt-out. Recipients can unsubscribe from text messages, and opt-outs are recorded against the contact.
- Calling hours. Outbound calling is restricted to the hours permitted by the CRTC's Unsolicited Telecommunications Rules: 9:00am to 9:30pm on weekdays, and 10:00am to 6:00pm on Saturdays and Sundays, in the local time of the person being called.
These are tools, not a guarantee of compliance. Customers remain responsible for how they use them.
9. Where your data is stored
Your information, including call recordings and synced Facebook Marketplace conversations, is stored and processed on servers in the United States operated by our service providers, including our CRM platform and hosting providers. Some providers, such as our payment processor and telephony and SMS carriers, may also process limited data in other countries to complete a payment, call or message.
Data held outside Canada may be subject to the laws of the country where it is held, including lawful access by its authorities. We require our providers to protect it to a standard comparable to PIPEDA.
Where personal data reaches us from the EEA or the UK, we rely on appropriate safeguards for the transfer, including the European Commission's Standard Contractual Clauses and the UK Addendum where they apply.
10. How long we keep it
We keep personal information for as long as we need it for the purpose we collected it, and no longer.
- Your account and the data in it. Contacts, conversations, call recordings and notes are kept for as long as your account is open. When your account closes the data is deleted and cannot be recovered, so you must export anything you want to keep before your access ends.
- Synced Facebook Marketplace conversations. Deleted when your account closes, or sooner if you ask us to remove them.
- Demo requests and enquiries. Kept for up to 24 months from your last contact with us, then deleted, unless you become a customer.
- Billing and tax records. Invoices and payment records are kept for six years, as Canadian tax law requires. These contain your business and payment details, not your customers' data.
- Records we must keep by law. Where a law, investigation or legal claim requires us to retain something for longer, we keep only what is needed for that purpose and delete it afterwards.
If you are a customer's lead or contact and want your information removed, ask the business you dealt with. They control that data and we act on their instructions. You can also email us and we will pass the request on.
11. Security
We use technical and organisational measures appropriate to the sensitivity of the information, including encryption in transit, access controls and role-based permissions, restricted staff access on a need-to-know basis, and logging of administrative activity.
No system is perfectly secure. If a breach affects your personal information and creates a real risk of significant harm, we will notify you and the relevant regulator as required by law.
12. Your rights
Depending on where you live, you may be able to:
- Ask what personal information we hold about you and get a copy
- Have inaccurate information corrected
- Ask us to delete information we no longer need
- Withdraw consent, including for marketing
- Object to or restrict certain processing
- Receive your information in a portable format
- Complain to a privacy regulator
To make a request, email info@contactlink.io. We may need to verify your identity, and we will respond within 30 days, as required by law. Requests are free unless they are excessive or repetitive.
If you are a contact of one of our customers, please direct your request to that business — see section 3.
13. Cookies and tracking
We use the cookies necessary for our website and platform to work — keeping you signed in and remembering your preferences. These cannot be turned off, because the service will not function without them.
Our website also uses a visitor tracking script provided by our CRM platform. It records which pages of contactlink.io you visit and, if you request a demo, links those visits to your request, so we can see which pages lead to bookings. It uses a cookie to recognise your browser on our site.
We do not use advertising cookies or advertising pixels, and we do not track you across other websites.
Most browsers let you refuse or delete cookies, though parts of the service will not work properly without the essential ones. If we add advertising tools in future, we will update this policy before doing so.
14. Regional information
Canada
We handle personal information in accordance with the Personal Information Protection and Electronic Documents Act and applicable provincial legislation. You may complain to the Office of the Privacy Commissioner of Canada, or to your provincial regulator.
European Economic Area and United Kingdom
Where the GDPR or UK GDPR applies, you have the rights described in section 12 and may complain to your national supervisory authority.
United States
Residents of certain states have additional rights, including to know what is collected and to opt out of sale or sharing. We do not sell personal information as those laws define it.
15. Children
ContactLink.io is a business product and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, contact us and we will delete it.
16. Changes
We may update this policy as the product and the law change. We will update the date at the top, and where a change materially affects how we handle your information we will notify account holders directly before it takes effect.
17. Contact us
Privacy questions and requests: info@contactlink.io
General enquiries: info@contactlink.io
Postal address: 1001718522 Ontario Inc., Units 7 & 9A, 871 Equestrian Court, Oakville, Ontario L6L 6L7