Privacy Policy
Last updated: July 3, 2026
Axelcrew AI ("Axelcrew", "we", "us") provides an AI front-desk service that answers phone calls, books appointments, and manages patient communications on behalf of healthcare clinics ("Clinics"). We operate from Ontario, Canada. Because our service handles calls that may include personal and health-related information, we hold ourselves to a high standard of care — this policy explains exactly what we collect, why, and how it is protected.
1. Information we collect
From Clinics (our clients):
- Business name, contact names, email addresses, phone numbers
- Operational details: practitioners, services, appointment types and durations, hours, intake requirements
- Account credentials (passwords stored securely hashed)
- Billing information (processed by our payment provider — we do not store card numbers)
From callers to our Clinics:
- Phone number (provided automatically by the telephone network)
- Name and contact details shared during a call
- Appointment requests and details relevant to booking — which may include health-related context the caller chooses to share (for example, the reason for a visit or an insurance claim number)
- Call recordings and transcripts
2. How we use information
- To answer calls and book appointments on behalf of Clinics
- To generate transcripts, summaries, and call analytics visible to the Clinic in its private dashboard
- To alert Clinic staff when a caller needs human attention
- To provide support and service communications to Clinics
We do not sell personal information. We do not use call content for advertising. We do not share data with data brokers.
3. Health information
Callers may share health-related details in the course of booking. That information is collected only to fulfil the caller's request, is available only to the relevant Clinic, and is handled in line with Canadian privacy law, including PIPEDA. For Ontario Clinics subject to PHIPA, Axelcrew acts on the Clinic's instructions in supporting their obligations, and we will sign a data processing agreement with any Clinic that requires one.
4. Service providers
We use carefully selected third-party providers strictly necessary to operate the service — telephony, cloud infrastructure, AI processing, and data storage. Providers operate under data processing agreements and may process data outside Canada; we require contractual protections consistent with Canadian privacy law.
5. Retention
- Call recordings and transcripts: retained for 12 months, then permanently deleted
- Clinic account data: retained while the account is active, plus 90 days after closure
- Deletion requests: email privacy@axelcrewai.com at any time
6. Security
Data is encrypted in transit (TLS), passwords are hashed, and access is restricted by role. No system is perfectly secure; if we discover a breach affecting personal information, we will notify affected parties and any required authorities promptly, in line with applicable law.
7. Your rights
Subject to applicable law, you may request access to, correction of, or deletion of your personal information, withdraw consent where consent is the basis of processing, and complain to the Office of the Privacy Commissioner of Canada or your provincial regulator. Contact privacy@axelcrewai.com.
8. Changes
Material changes to this policy will be communicated to Clinic accounts by email at least 14 days before taking effect.
Contact
privacy@axelcrewai.com — privacy requests · support@axelcrewai.com — support · info@axelcrewai.com — general
Axelcrew AI · Ontario, Canada