Privacy policy

FollowUpHub is a real estate follow-up platform operated from Canada. You can reach us about anything in this policy at support@followuphub.ai.

We hold personal information in two distinct capacities, and your rights differ depending on which one applies to you.

Information about our customers

When you open an account, we are the organization accountable for your information under PIPEDA. This policy governs it in full.

Information about your leads and contacts

When you load contacts into FollowUpHub, or our AI calls, texts or emails them on your behalf, we act as a service provider processing that information on your instructions. You remain the organization accountable to those individuals. We do not sell it, and we do not use it to market to them for our own purposes.

If you are a lead who has been contacted through FollowUpHub and you want your information corrected or deleted, the fastest route is the agent or brokerage that contacted you. You can also write to us at support@followuphub.ai and we will identify the customer responsible and pass your request to them.

Account information

Name, business email, phone number, brokerage, billing address and payment details. Payment card data is handled by our payment processor; we never store full card numbers.

Usage information

Pages visited, features used, device and browser type, IP address, and timestamps. Used to keep the service running and to find faults.

Customer content

The contacts, conversations, notes, pipelines, calendars and campaign material you put into the platform.

Call recordings and transcripts

Where you enable AI calling, the audio and a written transcript of those calls, together with the outcome and a sentiment score.

Support correspondence

What you send us when you contact support, including attachments.

We identify our purposes before or at the time of collection. They are:

• To provide, maintain and secure the platform you have subscribed to.
• To place, receive, record and transcribe calls, and to send messages, where you have switched those features on.
• To bill you, and to recover unpaid amounts.
• To provide support and to investigate faults and abuse.
• To meet legal, regulatory, tax and audit obligations.
• To send you service messages about your account, and, with your consent, occasional product news.

We do not use customer content to train general-purpose AI models, and we do not sell personal information to anyone.

We rely on your express consent where the information is sensitive or the purpose would not be obvious, and on implied consent where it plainly follows from the service you asked for. You can withdraw consent at any time, subject to legal and contractual limits, by writing to support@followuphub.ai. Withdrawing consent for something the service depends on may mean we can no longer provide it.

Consent for your contacts is yours to obtain. Under CASL you must have express or implied consent before sending a commercial electronic message, every message must identify you and carry a working unsubscribe, and under Canada’s telemarketing rules you are responsible for the National Do Not Call List and for calling only within permitted hours. FollowUpHub gives you the controls; the consent obligation stays with you, and it is set out in full in section 6 of our terms.

Where AI calling is enabled, calls are recorded and transcribed. The Office of the Privacy Commissioner requires that a person be told at the start of a call that it is being recorded, told why, and given the choice to continue. Our AI states this at the opening of every call. If the person continues, consent is implied; if they object, the recording stops.

Recordings are used for the purpose stated on the call and for no other. They are retained for as long as your account is active unless you delete them sooner, and you can delete any recording from the platform at any time.

FollowUpHub uses automated systems to decide when to contact a lead, what to say, how to score sentiment, and when to hand a conversation to a person. These decisions affect scheduling and prioritisation. They do not by themselves determine access to credit, housing, employment or any other entitlement.

Where Law 25 applies, you may ask us to confirm that a decision was made by automated means, to tell you what personal information was used, and to have the decision reviewed by a person. Write to support@followuphub.ai.

We share personal information only with the service providers below, each under a contract that limits them to our instructions and to a comparable standard of protection. We update this list when a provider changes.

We will also disclose information where the law requires it, to enforce our terms, or to protect the rights and safety of any person. If FollowUpHub is ever involved in a merger or sale, information may transfer as part of that transaction, and you will be told.

FollowUpHub is operated from Canada. As the table above shows, several of our service providers process information in the United States. While it is in another country, that information is subject to the laws of that country and may be accessible to its courts and public authorities.

PIPEDA permits these transfers provided we remain accountable for the information and use contractual means to protect it, which we do. We are telling you here because transparency about cross-border processing is required, not optional.

We keep personal information only as long as it serves the purpose it was collected for, or as long as the law requires.

Customer content

For the life of your account. On closure it is deleted within 90 days, and we will export it for you first in a structured, commonly used format if you ask.

Billing records

Seven years, as Canadian tax law requires.

Call recordings and transcripts

For the life of your account, or until you delete them, whichever comes first.

Usage and security logs

Thirteen months, then deleted.

Backups

Purged on a rolling cycle, at most 35 days behind live data.

We apply safeguards proportionate to the sensitivity of the information: encryption in transit and at rest, access limited to staff who need it for their role, logged administrative access, and regular review. No system is perfectly secure, and we do not claim otherwise.

If a breach creates a real risk of significant harm, we will report it to the Office of the Privacy Commissioner of Canada and notify affected individuals as soon as feasible, keep a record of it as PIPEDA requires, and, where Quebec residents are affected, notify the Commission d’accès à l’information.

• Access. Ask what personal information we hold about you, how it has been used, and who it has been disclosed to.
• Correction. Have inaccurate or incomplete information corrected.
• Withdrawal. Withdraw consent, subject to legal and contractual limits.
• Deletion. Ask us to delete information we no longer need.
• Portability. Where Law 25 applies, receive your computerised personal information in a structured, commonly used technological format.
• Complaint. Challenge our compliance, with us first and then with a regulator.

Write to support@followuphub.ai. We respond within 30 days and will tell you in advance if we need an extension. There is no charge for a reasonable request. We may need to verify your identity before we act.

Our website uses cookies that are strictly necessary to make it work, and analytics cookies that tell us which pages are read. We do not use advertising cookies or sell browsing data. You can refuse or delete cookies in your browser; the site will still work, though some preferences will not persist.

FollowUpHub is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child’s information has reached us, write to us and we will delete it.

Our Privacy Officer is accountable for compliance with this policy and can be reached at support@followuphub.ai. Please raise any concern with us first, so we can investigate and respond.

If you are not satisfied, you may complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca. Quebec residents may complain to the Commission d’accès à l’information. Residents of Alberta and British Columbia may complain to their provincial Information and Privacy Commissioner.

We will update this policy as the service and the law change. The date at the top always reflects the current version. If a change materially affects how we handle your information, we will tell you by email or in the platform before it takes effect.