Privacy Policy

Who we are

Helionia is an AI receptionist service operated by Lexonica Inc. This policy explains how we handle personal information across this website and the Helionia customer application at app.helionia.com.

Whose information this covers

Helionia handles information about two different groups, and the distinction matters:

• Our customers — the businesses that use Helionia and the people at those businesses who configure it and sign in. We decide how that information is handled and we are accountable for it.
• Callers — people who telephone a business that uses Helionia, or whom Helionia calls on that business's behalf. The Helionia customer generally decides why caller information is collected and how calls are handled, and we process that information primarily to provide the service on that customer's behalf. We also process limited information for our own security, billing, legal-compliance and service-administration purposes.

If you are a caller and you want your information dealt with, the quickest route is the business you were speaking to. You can also contact us and we will support their request.

What we collect

From this website

If you send us a trial request, we collect the email address you give us, along with your name, phone number and message where you choose to provide them, and which page you started from. Our servers keep ordinary technical logs, including IP addresses, for security and troubleshooting.

To run your account

Your business details, contact information, the users you add, and the configuration you give the receptionist — your greeting, hours, services, common questions and call-handling rules.

From calls and messages

Recordings, transcripts and summaries of calls; the caller's phone number; call metadata such as time, duration, direction and outcome; messages taken; appointment details; and the content of text messages where messaging is enabled for your account.

Contact lists

Where you use outbound calling, the contact details you provide for us to call.

For billing

Your subscription status, usage totals and invoice history. Card details are handled by our payment processor and are not stored on our systems.

How we use it

• answering, placing and handling calls and messages as you have configured
• producing transcripts, summaries and call analytics for the account that owns them
• sending appointments and details to the tools you have connected and authorised
• billing your subscription and usage
• providing support and answering your requests
• keeping the service secure, investigating abuse and enforcing our terms
• meeting legal and regulatory obligations

We do not sell personal information, and we do not use one customer's call data to serve another customer. Helionia does not use customer call recordings or transcripts to train its own AI models.

Call recording, and telling callers

Calls handled through Helionia may be recorded, and may be transcribed and summarised as part of providing the service. Recordings, transcripts and summaries are stored so that the business whose calls were answered can review them.

We provide the tools for a customer to give callers an appropriate recording and transcription notice at the start of a call. Customers are responsible for making sure that the notice, and any consent they obtain, meet the laws that apply to their business and their callers. Canadian privacy guidance is that people should generally be told about the recording and its purpose at the beginning of the call.

Companies that process data for us

Helionia relies on a limited number of service providers to run the receptionist service. Depending on the features you use, personal information may be processed by:

• Cloud hosting and storage providers, including Amazon Web Services — to host the application, databases, recordings and other service data
• AI receptionist and voice infrastructure providers — to operate the receptionist platform and process calls, recordings, transcripts, summaries and receptionist configuration
• Telecommunications and messaging providers — to route telephone calls and text messages
• Speech and language processing providers — to recognise speech, interpret conversations and generate the receptionist's spoken responses
• Authentication providers — to secure access to the customer application
• Payment processors, including Stripe — to handle subscriptions, invoices and payments
• Email delivery providers, including SendGrid — to send account, service and transactional email
• Abuse-prevention providers, including Google reCAPTCHA — to discourage automated submissions of the trial-request form

These providers process personal information only as necessary to provide their part of the service, subject to contractual and other safeguards appropriate to the information involved. Using them does not remove our responsibility: we remain accountable for the personal information we transfer to a service provider for processing, to the extent applicable law requires.

Business customers who need further detail about our material service providers for a privacy, security or procurement review can request it at privacy@helionia.com.

Where information is processed

Some of these providers operate outside Canada, including in the United States. Information may therefore be processed and stored there, and may be subject to the laws of those countries. We use providers that offer protections appropriate to the information involved.

How long we keep it

• Trial requests — up to 12 months after our last exchange with you, unless you become a customer or ask us to delete the request sooner.
• Account information — while your account is active.
• Recordings, transcripts and summaries — while your account is active, so you can review them. We delete them on verified request or when your account closes, except where we are required to keep something for longer.
• Billing records — for as long as tax and accounting rules require.

Deleting information from our active systems does not always remove it immediately from secure backups, which are overwritten or destroyed on our providers' backup schedules.

Your rights

You may ask to see the personal information we hold about you, ask us to correct information that is inaccurate, and ask us to delete information that we no longer need and are not required to keep. Where we rely on your consent, you may withdraw it, subject to reasonable notice and to any legal or contractual restrictions that apply.

Email privacy@helionia.com and we will deal with your request within the time applicable law allows. We may need to verify who you are first.

If you are not satisfied with our response, you may complain to the privacy regulator with jurisdiction over your matter, including the Office of the Privacy Commissioner of Canada where PIPEDA applies.

Cookies

This website uses the cookies it needs to work: a session cookie and a security token cookie, which together keep the trial-request form safe from misuse. It sets no advertising cookies and runs no analytics or tracking scripts.

The trial-request form also uses Google reCAPTCHA (version 3) to discourage automated submissions. Google may set cookies and process technical information (such as your IP address) for that purpose, under Google's own terms and privacy policy. reCAPTCHA is loaded only on the trial-request page.

The customer application uses cookies to keep you signed in and to remember your preferences.

Security

We use administrative, technical and organisational safeguards appropriate to the sensitivity of the information, including access controls and encryption where appropriate. No service can promise perfect security. Where a breach creates a real risk of significant harm, we will notify the appropriate regulator and the people affected as soon as feasible, as the law requires.

Children

Helionia is a business service and is not directed to children. Customers should not deliberately use Helionia to collect personal information from children unless they have a lawful basis for doing so and any consent applicable law requires.

Changes to this policy

We will post any update on this page and change the date at the top. Where a change materially affects how we handle your information, we will tell active customers.

Contact

Questions about this policy, or about how we handle personal information, go to our Privacy Officer:

Privacy Officer
Lexonica Inc.
privacy@helionia.com