Privacy Policy

This policy explains what information Promptline collects when you use a Promptline chat assistant or visit promptline.ca, why we collect it, who we share it with, how long we keep it, and the choices you have.

1. The short version

• You can use the chat without an account. We do not ask for your name.
• We save what you type and what the assistant answers, so we can answer you, show you your conversation if you come back, and give the organisation a monthly report.
• If the organisation has turned it on, the assistant may ask for your email address so the organisation can follow up. Giving it is optional.
• We never store your IP address as-is, and we do not use advertising trackers or cookies in the chat.
• Everything we save is stored in Canada. To answer you, your message passes through service providers in the United States.
• We do not sell your information, and we do not share it for advertising.
• Questions or requests: info@promptline.ca.

2. Who is responsible for your information

A Promptline chat assistant appears on the website of a sports club or other organisation (the "Organisation"). The Organisation chooses to offer the assistant, and the conversations on its website belong to it. Promptline provides and runs the assistant on the Organisation's behalf as its service provider.

This means:

• This policy explains how the assistant handles your information.
• The Organisation's own privacy policy also applies to how it uses what it receives from us (for example, the monthly report or an email address you gave).
• You can make a privacy request to either the Organisation or to us. If you write to us, we will handle it ourselves or work with the Organisation to answer it.
• For information we collect for our own purposes (the promptline.ca website and its contact form), Promptline is responsible.

Person responsible for privacy at Promptline: Ethan Byrne, info@promptline.ca.

3. What we collect

When you use a chat assistant

What you choose to type. The assistant does not ask for names, phone numbers, children's details, health information or anything similar. But anything you type becomes part of the saved conversation. Please do not share sensitive information (for example health details, or details about a child beyond what is needed for your question) in the chat. If you need to discuss something sensitive, contact the Organisation directly.

Information we work out from the conversation. With each answer we also record whether the question was answered from the Organisation's information, passed to a named contact at the Organisation, or could not be answered; a topic category (for example "Registration"); which of the Organisation's web pages were used; how long the answer took; and technical usage figures we need for billing. This information is about the answer, not about you.

Email addresses

If the Organisation has turned on email collection, after your first question the assistant may ask: "That's a great question! Before I answer, could you share your email address?"

• It is optional. If you do not give one, the assistant answers your question anyway.
• If you give an email address, we save it in a list for that Organisation, together with the date and the question you asked, so the Organisation can follow up with you.
• While email collection is on, an email address you type at any point in the conversation is saved the same way.
• Once you have given an email, the assistant will not ask you again.

The Organisation may contact you at that address about your question. How it uses your email after that is covered by its own privacy policy.

When you visit promptline.ca

• Our website has no advertising or analytics trackers.
• If you use the form on our website to book a call, we receive the name, email address, organisation and message you enter. The form is delivered to our email by a form-delivery service. We use this information only to arrange the call and talk with you about our services.

What we do not collect

• No accounts, usernames or passwords for chat users.
• No payment information.
• No precise location. We only know which website the chat was used on.
• No advertising cookies or trackers, and no selling or renting of your information.

4. What is stored on your device

The chat does not set cookies. It uses your browser's local storage (a small storage area on your own device) to remember:

• your random visitor ID;
• your current conversation, so it is still there if you reload the page. This is forgotten after 7 days;
• whether you have already given an email address, so you are not asked again;
• whether you have opened the chat before, so the notification dot goes away.

You can clear this at any time by clearing your browser's site data. If your browser blocks storage, the chat still works but forgets the conversation when you reload.

5. How we use your information

We use the information described above only to:

1. answer your questions, using the Organisation's own information;
2. show you your conversation again if you return;
3. give the Organisation a monthly report of its conversations, including topics, the number of visitors, how many questions were answered, and any email addresses visitors gave;
4. check and improve the quality of the answers (see below);
5. keep the service secure and prevent abuse, such as spam or someone running the assistant on another website;
6. work out what the service costs to run, so we can bill the Organisation; and
7. arrange a call with you if you book one through our website.

How answers are checked and improved. The assistant improves over time based on its previous conversations, through Promptline's own improvement process. Regularly, our improvement tools review recent conversations for each Organisation and point out answers that may have been wrong, out of date or unclear. A Promptline team member reviews every suggestion, and nothing about the assistant changes until a person approves it. Usually the change is a correction to the Organisation's information. Conversations are only used to improve the assistant for the Organisation they came from.

No automated decisions about you. The assistant answers questions. It does not make decisions about you, such as accepting or refusing a registration, a payment or a place on a team. Those decisions are always made by the Organisation.

No advertising or selling. We do not use your information for advertising, we do not sell it, and we do not build profiles about you.

6. Artificial intelligence

The assistant's answers are written by an artificial intelligence (AI) model, using text from the Organisation's website and documents. It is not a person. To answer you, your question, the last few messages of your conversation and the relevant parts of the Organisation's information are sent to our AI provider. AI answers can be wrong; see our Terms of Service.

7. Who we share information with

We share information only with the following, and only as needed to run the service:

The Organisation whose website you used. It receives your conversation in its monthly report, and your email address if you gave one.

Our service providers, which process information on our behalf under agreements that require them to protect it:

To ask for the names of our current service providers, email info@promptline.ca.

When the law requires it. We may disclose information if required by law, such as a valid court order, or where needed to protect someone's safety or to investigate fraud or abuse of the service.

If our business changes. If Promptline is merged or sold, information may be transferred to the new owner, who must continue to protect it as described in this policy.

8. Where your information is stored and processed

Everything we save (conversations, email addresses and the Organisation's information) is stored in Canada.

To answer your question, your message is processed in the United States by the service providers listed above. While your information is in another country, it is protected by our agreements with these providers, but it may be accessible to that country's courts, law enforcement and national security authorities under its laws.

9. How long we keep it

Conversations and email addresses are kept so the Organisation has a complete history of its conversations and contacts, and so the assistant can keep improving. We keep them until you or the Organisation ask us to delete them.

• When an Organisation stops using Promptline: it can ask for a copy of its data, and ask us to delete it.
• Call-booking messages: as long as needed to arrange the call and keep a record of our business conversations.
• On your device: your saved conversation is forgotten after 7 days.

Backups may hold copies for a short time after deletion before they are overwritten.

10. How we protect it

• All traffic to and from the assistant is encrypted (HTTPS).
• The database is not publicly accessible; only our server can reach it.
• IP addresses and visitor IDs are stored only in scrambled one-way form.
• Only two named Promptline staff members can sign in to manage the service, and every change they make is logged.
• The assistant only runs on the websites each Organisation has approved, and the number of messages one connection can send is limited.

No system is perfectly secure. If a breach of security creates a real risk of significant harm to you, we will notify you (or the Organisation will) and the Privacy Commissioner of Canada, as the law requires.

11. Children

The assistant is intended for parents, guardians, members and other adults looking for information about an Organisation. Young players sometimes use it too. The assistant does not ask for a user's age and does not ask for personal information. If you are under 13, please use the chat with a parent or guardian's permission, and do not type your name, address, phone number or other personal details.

If you believe a child has shared personal information in the chat, contact us at info@promptline.ca and we will delete it.

12. Your choices and rights

Depending on where you live, you have the right to:

• access the personal information we hold about you;
• correct it if it is wrong;
• ask us to delete it, such as your conversation or email address;
• withdraw your consent, for example by asking us to remove your email address from an Organisation's list; and
• complain to us, and then to a privacy regulator.

How to make a request: email info@promptline.ca. Because the chat is anonymous, please tell us the Organisation's name, roughly when you used the chat, and the email address you gave (if any), so we can find your conversation. We may ask for details to confirm the information is yours. We will respond within 30 days.

Choices you can make at any time:

• Don't give an email address when asked. The assistant still answers.
• Clear your browser's site data to remove your visitor ID.

If you are not satisfied with our answer, you can contact the Office of the Privacy Commissioner of Canada (www.priv.gc.ca) or, depending on your province, your provincial privacy regulator (for example in British Columbia, Alberta or Quebec).

13. Links to other websites

Answers may include links to the Organisation's website or other websites. Those sites have their own privacy policies, and we are not responsible for them.

14. Changes to this policy

We may update this policy as our service changes. We will change the "Last updated" date at the top, and if a change is significant we will make reasonable efforts to let Organisations know before it takes effect.

15. Contact us

PROMPTLINE
Attention: Ethan Byrne, Privacy
info@promptline.ca

Promptline is operated by PROMPTLINE ("Promptline", "we", "us"), located at 4409 Kerry Drive, Burlington, Ontario L7L 1W4, Canada.