Privacy Policy

Last updated: April 7, 2026

Axophon, operated by Agence 10-4 ("we", "us", "our"), is committed to protecting the privacy of individuals whose personal information we collect and process. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered phone receptionist service.

This policy describes our personal-information practices and is written with reference to Quebec's Act respecting the protection of personal information in the private sector (Law 25), the Personal Information Protection and Electronic Documents Act (PIPEDA), and applicable provisions of the Civil Code of Québec.

1. Privacy Officer

We have appointed a Privacy Officer responsible for the protection of personal information. For any questions or requests regarding your personal information, contact:

Privacy Officer
Agence 10-4 (9274-6296 Quebec Inc.)
Email: privacy@axophon.com

2. Information We Collect

2.1 Account Information

When you create an account, we collect:

  • Full name
  • Email address
  • Password (encrypted)
  • Organization name
  • Phone number(s) associated with your account

2.2 Call Data

When calls are processed through our service, we collect:

  • Caller phone numbers
  • Call duration, timestamps, and status
  • Voice recordings of calls
  • AI-generated transcripts and summaries
  • Caller intent classifications

2.3 Knowledge Base Data

Information you upload to train your AI receptionist, including:

  • Business FAQs, policies, and pricing
  • Team directory and contact information
  • Scheduling rules and availability

2.4 Usage and Technical Data

  • IP address and approximate location
  • Browser type and device information
  • Pages visited and features used
  • Cookies and similar tracking technologies (see our Cookie Policy)

3. How We Use Your Information

We use the information we collect to:

  • Provide and operate the Axophon service, including AI call handling, routing, and transcription
  • Improve our AI models using anonymized and aggregated call data
  • Communicate with you about your account, service updates, and support requests
  • Process billing and manage your subscription
  • Ensure security and prevent fraud or unauthorized access
  • Comply with legal obligations under Quebec and federal law

4. Consent

We obtain your consent before collecting, using, or disclosing your personal information. By creating an account and using our service, you consent to the practices described in this policy.

You may withdraw your consent at any time by contacting our Privacy Officer. Withdrawal of consent may affect our ability to provide certain services.

4.1 Caller Consent

As the operator of the Axophon service, you are responsible for informing callers that their calls are being handled by an AI system and may be recorded and transcribed. We provide configurable greeting messages to assist with this disclosure.

5. Disclosure of Information

We may share your personal information with:

  • Service providers who assist in operating our service (hosting, payment processing, telecommunications), subject to confidentiality agreements
  • Law enforcement or regulatory bodies when required by law or to respond to valid legal processes
  • Professional advisors (lawyers, accountants) as necessary

We do not sell personal information to third parties.

6. Cross-Border Transfers

Some of our service providers process data outside of Quebec or Canada, including the voice AI pipeline (speech-to-text, language model, text-to-speech) and our application hosting. Our primary data store (database) is located in Canada.

When personal information is transferred outside Quebec, we:

  • Require written agreements with service providers that include appropriate privacy protections
  • Limit transfers to what is necessary to provide the service
  • Evaluate each transfer for proportionality and risk before onboarding a new sub-processor

7. Data Retention

We retain personal information only as long as necessary to fulfill the purposes described in this policy:

  • Account information: For the duration of your account, plus 3 years after closure
  • Call recordings and transcripts: 90 days by default, configurable per your plan
  • Billing records: 7 years as required by tax law
  • Usage data: 12 months

You may request earlier deletion subject to legal retention requirements.

8. Your Rights

Under Quebec law, you have the right to:

  • Access your personal information held by us
  • Rectify inaccurate or incomplete information
  • Withdraw consent to the collection, use, or disclosure of your information
  • Request deletion of your personal information, subject to legal obligations
  • Data portability — receive your information in a structured, commonly used format
  • Be informed of any automated decision-making that produces legal effects

To exercise these rights, contact our Privacy Officer at privacy@axophon.com. We will respond within 30 days.

9. Security

We implement appropriate technical and organizational measures to protect your personal information, including:

  • Encryption of data in transit (TLS) and at rest (AES-256)
  • Access controls and authentication requirements
  • Regular security assessments
  • Incident response procedures

10. Privacy Incidents

In the event of a confidentiality incident involving your personal information, we will:

  • Assess the risk of harm
  • Notify the Commission d'accès à l'information du Québec (CAI) if the incident presents a risk of serious harm
  • Notify affected individuals as required by law
  • Maintain an incident register

11. Children's Privacy

Our service is designed for businesses and is not directed at individuals under 14 years of age. We do not knowingly collect personal information from children.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated by email or through a notice on our website. Continued use of the service after changes take effect constitutes acceptance of the updated policy.

13. Complaints

If you have concerns about our privacy practices, you may:

  1. Contact our Privacy Officer at privacy@axophon.com
  2. File a complaint with the Commission d'accès à l'information du Québec:

14. Contact

Agence 10-4 (9274-6296 Quebec Inc.)
Email: privacy@axophon.com
Website: axophon.com