Privacy Policy

Version in effect on October 13, 2026.

This English version is provided for convenience. The French version is the reference version.

1. Who we are

Pilotiko is a service operated by [À COMPLÉTER: dénomination légale exacte inscrite au Registraire des entreprises du Québec] ([À COMPLÉTER: forme juridique (ex. société par actions, entreprise individuelle)]), Quebec enterprise number (NEQ) [À COMPLÉTER: numéro d'entreprise du Québec (NEQ, 10 chiffres)], whose business address is [À COMPLÉTER: numéro, rue et bureau de l'adresse d'affaires], [À COMPLÉTER: ville] (Québec) [À COMPLÉTER: code postal], Canada ("Pilotiko", "we").

The person in charge of the protection of personal information is [À COMPLÉTER: prénom et nom du ou de la responsable de la protection des renseignements personnels], [À COMPLÉTER: titre (ex. président, fondateur)], reachable at [À COMPLÉTER: courriel dédié, ex. [email protected]]. They ensure compliance with this policy and handle requests and complaints.

This policy applies to the pilotiko.com website, the Pilotiko application and related services (assistant, AI agents, phone assistant, email sending). It is written to comply with Quebec's Act respecting the protection of personal information in the private sector (as amended by Law 25), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, for the people it covers, the European Union's General Data Protection Regulation (GDPR).

Our policies and practices governing personal information (Law 25, s. 3.2): [À COMPLÉTER: phrase publiée sur les politiques et pratiques de gouvernance (Loi 25, art. 3.2), ex. « approuvées par la direction le 2026-11-01 »].

2. Our two roles

• Controller: for the information of people who use Pilotiko (owners, managers, employees of our customer businesses) and of people who visit our website or write to us. This policy describes what we do with it.
• Processor: for the information our customer businesses put into Pilotiko about their clients, suppliers and contacts (client records, appointments, calls, emails). The customer business is responsible for it; we process it only to provide the service, under our data processing agreement. If you are a client of a business that uses Pilotiko, please first address your requests to that business; we will help it answer, and we forward to the business concerned any request we receive about it.

3. Information collected and why

The table below summarises each category. The detailed list follows, and each category matches a specific part of the application's code, kept up to date in our internal data inventory.

Account and sign-in

Name, email address, password (never in plain text: scrypt hash), email verification date, two-factor secret (encrypted) and hashes of backup codes, sessions (token hash, dates).

Customer business profile

Business name, website, trade, time zone, settings, plan and trial status; public information found during onboarding (the business's Google listing, public pages, Quebec enterprise register, without directors or shareholders).

Contact details of our customers' clients

Client records entered or imported by the customer business: name, email, phone, address, notes.

Business content

Appointments and services, orders, accounting (invoices, expenses, imported bank transactions, receipts), tasks, team (presence, positions), uploaded documents, media, generated content and websites, conversations with the assistant.

Emails and messages

Emails sent by the platform or on behalf of the customer business (recipient, subject, content passed to the sending provider); send logs without content (address replaced by a hash); do-not-send lists (unsubscribed, bounced, complained addresses); messages received at our info@ address and draft replies.

Calls, text messages and voicemail

With the phone assistant (if the customer business enables it): caller's number, transcribed exchanges of the call, summary, follow-ups; incoming text messages; voicemails (recorded and kept at Twilio, Pilotiko keeps only the link and the transcription).

Meeting transcripts

Transcripts of Zoom or Microsoft Teams meetings, only if the customer business has enabled the analysis AND recording at that provider, and confirmed that participants are informed. Pilotiko never copies the audio or video.

Appointments

Appointments and bookings: name, contact details and purpose entered by the customer business or by the person booking; calendar events read or created in a connected calendar (title, times, attendees).

Security and activity logs

Audit log (who did what, when); anti-abuse counters whose keys (IP address, email) are replaced by a hash; technical request log (method, path, status, duration), without IP address or browser.

Billing

Plan, subscription status, Stripe customer identifier, payment events received from Stripe (may contain name and email). No card number is received or stored by Pilotiko: payment happens on Stripe's page.

External connections and tokens

Access and refresh tokens of the tools the customer business connects (Google, Microsoft, Zoom, Zoho, LinkedIn, Meta, Stripe, Square, Clover), API keys (Twilio, Acuity, DNS), connected account name and granted scopes.

Data sent to AI

The text needed for the requested task: your question and the conversation history, the parts of your data relevant to the answer, the text of a call, email or meeting to summarise, the text of a receipt (only if AI extraction is allowed). Pilotiko keeps only usage counts (model, token count, cost), not the request content.

Website forms and requests

Contact and demo forms: name, email, message; privacy-rights requests: name, email, type of request, details. No IP address is recorded.

We do not collect social insurance numbers, biometric data, health data or precise geolocation. We do not ask for your date of birth.

4. How we obtain it

• Directly from you: when you create an account, fill in a form, use the application or write to us.
• From your business: an owner or manager can invite you, enter or import data (for example, a client list).
• From the tools you connect: with your explicit authorisation, on the provider's screen (Google, Microsoft, Zoom, etc.).
• From public sources, during onboarding only, about the business and not about individuals: the business's public listing (Google), its public pages and the Quebec enterprise register (without directors or shareholders).
• Automatically, to the strict minimum: a session cookie to keep you signed in and a technical request log (without IP address). See Cookies and Trackers.

5. Consent and legal basis

We use your information for the purposes stated when it was collected, or for compatible purposes. Where the law requires it, we ask for your consent in a manner that is clear, free and informed, for specific purposes; you can withdraw it at any time (see Your rights). Withdrawing consent may prevent the use of a feature (for example, disconnecting Google Calendar stops synchronisation).

For people covered by the GDPR, the legal bases are: performance of the contract (providing the service), consent (connections to tools, commercial messages), compliance with a legal obligation (billing, unsubscribing, answering requests) and our legitimate interest in securing the service and preventing abuse.

6. Who we share it with

We do not sell, rent or trade any personal information. We disclose it only:

• to our subprocessors, bound by contract and only to provide the service. They are named on the Subprocessors page;
• to the tools your business connects itself (for example, your own Google or Twilio account), under your terms with that provider;
• to other members of your business, according to the permissions set by the owner (for example, the visibility of your presence in the office);
• when the law requires it (a court order, for example), after verifying the request;
• in a business transaction (sale or merger), only under the conditions set by law, and with notice to the people concerned.

Summary of the subprocessors used by the platform:

7. Hosting and transfers outside Quebec

Pilotiko's servers, database and backups are hosted by: [À COMPLÉTER: qui héberge les serveurs de production (ex. vos propres machines, ou le nom de l'hébergeur)], [À COMPLÉTER: ville ou région et pays des serveurs de production et des sauvegardes (ex. Montréal, Québec, Canada)]. Uploaded files: [À COMPLÉTER: où sont gardés les fichiers téléversés (disque local du serveur, ou nom du service S3 et sa région)].

Some subprocessors process information outside Quebec, notably in the United States: the AI model provider (Anthropic PBC), Twilio (telephony) and Stripe (payment), depending on the features used. Emails are sent by Amazon SES, region ca-central-1 (Canada, Montréal). Law 25 (s. 17) requires, before disclosing information outside Quebec, a privacy impact assessment and an agreement ensuring adequate protection. Status of this assessment: [À COMPLÉTER: phrase publiée sur l'évaluation des facteurs relatifs à la vie privée des communications hors Québec, ex. « réalisée le 2026-11-01 pour Anthropic, Twilio, Stripe et AWS »]. Information located in another country may be accessible to that country's authorities under its laws.

You can limit these transfers: the customer business can choose strict privacy in the AI settings (no request is then sent to an outside AI provider) and not enable telephony.

8. Retention and destruction

We keep information for as long as needed for the purposes for which it was collected, then destroy or anonymise it. Retention periods by category are in the table in section 3. In summary:

• Call transcripts: automatically deleted after 90 days by default. Meeting transcripts: after 30 days by default.
• Anti-abuse counters: 1 day. Backups: the last 7 daily backups; deleted data therefore disappears from backups no later than 7 days later.
• When the trial or subscription ends, the business's workspace becomes read-only: nothing is deleted automatically. Data is deleted at the owner's request, within 30 jours, and no later than [À COMPLÉTER: combien de temps garder les données d'une entreprise après la fin de l'abonnement avant de les effacer (ex. 12 mois)] after the subscription ends.
• Billing records: [À COMPLÉTER: durée de conservation des pièces de facturation (souvent 6 ans après l'exercice, à confirmer avec votre comptable)].

Today, deleting an account or a business is done by our team, on request, using a procedure that deletes the business's data, files and connection tokens, and keeps only an anonymous record of the deletion. Authorisations granted at outside providers (for example Google) must also be removed on your side; we tell you how.

9. Security

We apply reasonable security measures, proportionate to the sensitivity of the information: encrypted connections (HTTPS), passwords never stored in plain text, two-factor authentication mandatory for owners and managers, encryption of tokens and secrets, isolation of each business at the database level, audit log. The full description, including what remains to be done, is on the Security page. No measure provides absolute security.

10. Artificial intelligence and automated decisions

Pilotiko uses language models (Claude, from Anthropic PBC) for the assistant, team AI agents, the AI secretary (sorting incoming requests), the phone assistant and meeting summaries. What we send to the model and what we keep is described in the Data sent to AI category.

• A person decides. An AI agent can read and prepare. Any risky action (sending a message to a client, booking, cancelling, paying) becomes a proposal awaiting the approval of an authorised person; the database refuses to execute such an action without the identity of the person who approved it.
• No decision based exclusively on automated processing is made about you by Pilotiko. If that changed, we would inform you at the time of the decision, as required by Law 25 (s. 12.1), with the opportunity to submit your observations to a person.
• Transparency: with the phone assistant, the caller is told at the start that they are speaking to a virtual assistant. Each task given to an AI agent keeps its log: who assigned it, what the agent did, who approved.
• No training: Pilotiko does not use your data to train AI models. On the provider side: [À COMPLÉTER: confirmer par écrit qu'Anthropic n'entraîne pas ses modèles sur vos données d'API (conditions commerciales)].
• Secrets (tokens, passwords) are removed from requests before anything is sent to the model.

11. Google user data

This section describes precisely what Pilotiko does with data received from Google APIs, when a customer business connects its Google account. Pilotiko does not offer "Sign in with Google": your Pilotiko account uses an email and password.

Limited Use disclosure. Pilotiko's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

What we never do with Google data

• We do not sell it or transfer it to any data broker or advertising platform.
• We do not use it for advertising, targeted or not, or to determine creditworthiness or for lending.
• We do not use it to develop, train or improve generalised AI or machine-learning models.
• No member of our team reads it, except with your explicit agreement for a specific message (for example, to help you fix a problem), when necessary for security (investigating abuse), to comply with the law, or in aggregated and anonymised form for internal operations.

Sharing, retention and deletion

Google data is used only for the visible features described above. The title, time and attendees of an appointment may be sent to the AI model only when you ask the assistant to work on that appointment. Access tokens are encrypted (AES-256-GCM) in our database. Appointments created by Pilotiko stay in Pilotiko as long as your business keeps them.

Revocation: you can disconnect Google at any time in Pilotiko (your business's Connections page): the tokens are then immediately erased from our database. You can also remove access from your Google account at myaccount.google.com/permissions; we recommend doing both. To have data already copied deleted, submit a request.

12. Cookies

Pilotiko sets only essential cookies (sign-in, a message after an action). No advertising, profiling or audience-measurement cookies, no third-party scripts. The exact list is on the Cookies and Trackers page.

13. Your rights

You have the right:

• of access: to know what information we hold about you and obtain a copy;
• to correction: to have inaccurate, incomplete or ambiguous information corrected;
• to withdraw consent: at any time, subject to legal and contractual obligations;
• to erasure: to have your information deleted when it is no longer needed or was not collected lawfully;
• to portability: to receive the information you provided to us in a structured, commonly used technological format (Law 25, s. 27);
• to object and to restriction: to object to processing based on our legitimate interest (GDPR);
• to de-indexing: to have the dissemination of information stopped, or a hyperlink to it de-indexed, when the dissemination is unlawful or causes serious harm (Law 25, s. 28.1);
• to be informed of a decision based exclusively on automated processing (see section 10).

How to exercise them: through the online form or in writing to the person in charge of the protection of personal information ([À COMPLÉTER: courriel dédié, ex. [email protected]]). We verify your identity reasonably (at a minimum, confirmation of your email address), acknowledge receipt and answer no later than 30 days after receiving the request. Handling is free, except reasonable fees for transcription or reproduction, which we would tell you about first. A refusal is always explained in writing and states your recourse.

Today, extracting a copy of your data and deleting an account are done by our team within that period: there is no self-service button in the application yet.

14. Confidentiality incidents

In the event of unauthorised access, use, disclosure or loss of personal information, we promptly take reasonable measures to reduce the risks and prevent a recurrence. If the incident presents a risk of serious injury, we diligently notify the Commission d'accès à l'information and the people concerned (and, in Canada, the Office of the Privacy Commissioner); when we act as a processor, we notify the customer business without delay so that it can do so. The law requires keeping a register of all confidentiality incidents; ours: [À COMPLÉTER: phrase publiée sur le registre des incidents, ex. « tenu par la personne responsable depuis le 2026-11-01 »].

15. Minors

Pilotiko is a tool for businesses and their employees. It is not intended for people under 14, and we do not knowingly collect their information without the consent of the person having parental authority. If you believe we hold such information, write to us: we will delete it. Customer businesses that serve minors are responsible for obtaining the required consents for the information they enter.

16. People outside Canada

If you are in the European Union, the United Kingdom or Switzerland, you also have the right to lodge a complaint with your country's data protection authority. Transfers to Canada rely on the European Commission's adequacy decision for organisations subject to PIPEDA; transfers to other countries rely on our subprocessors' contractual safeguards.

17. Changes to this policy

This policy is dated at the top of the page, and every change appears in the history below. If we materially change how we use your information (a new purpose, a new subprocessor for a sensitive category, a new use of Google data), we inform you in advance in the application or by email and, where the law requires it, ask for your consent before the new use.

18. Contact and recourse

Person in charge of the protection of personal information

[À COMPLÉTER: prénom et nom du ou de la responsable de la protection des renseignements personnels], [À COMPLÉTER: titre (ex. président, fondateur)] — [À COMPLÉTER: courriel dédié, ex. [email protected]]

Mailing address

[À COMPLÉTER: dénomination légale exacte inscrite au Registraire des entreprises du Québec], [À COMPLÉTER: numéro, rue et bureau de l'adresse d'affaires], [À COMPLÉTER: ville] (Québec) [À COMPLÉTER: code postal], Canada

Phone

[À COMPLÉTER: numéro de téléphone public, format +1 514 555-0123]

If you are not satisfied with our answer, you can contact the Commission d'accès à l'information du Québec or the Office of the Privacy Commissioner of Canada.

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