1. Introduction
This Privacy Policy explains how 24-7 SMS Ltd., operating as 24-7 SMS ("24-7 SMS," "we," "us," or "our"), collects, uses, discloses, and protects personal information in connection with our website at 24-7sms.com and our AI-powered SMS lead-response service and owner dashboard (collectively, the "Service").
We are based in British Columbia, Canada, and we handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and British Columbia's Personal Information Protection Act (PIPA), as applicable.
By using the Service, you agree to the collection and use of information as described in this Policy. If you do not agree, please do not use the Service.
2. Our Two Roles — Please Read
It is important to understand the two different roles we play, because they affect how this Policy applies to you.
(a) When we deal with our business clients (the businesses that subscribe to 24-7 SMS):
We act as the organization responsible for that personal information — for example, a client's account contact details and billing information. This Policy governs how we handle that information.
(b) When we process the personal information of individuals who text our clients' businesses (leads, customers, and contacts):
We act as a service provider processing that information on behalf of, and under the instructions of, our business client. The business you texted is the organization with the direct relationship to you and is primarily responsible for that information, for obtaining your consent, and for its own privacy practices.
If you texted a business and have questions about your information, please contact that business directly. We will assist our clients in responding to such requests.
3. Information We Collect
From our business clients (account holders):
- Identity and contact details (name, business name, email, phone number);
- Account and configuration information (your services, business profile, tone, lead-handling preferences);
- Billing information processed through our payment processor (we do not store full payment-card numbers);
- Communications you send to us (support requests, emails, messages).
From individuals who text a client's business (leads and customers), on behalf of our client:
- Phone number;
- Name and any information the individual provides in their messages;
- The content of SMS conversations;
- Information derived from those conversations, such as service requested, location, urgency, AI-generated summaries, lead status, and notes.
Automatically, from your use of the website and dashboard:
- Technical and usage data such as IP address, browser type, device information, pages viewed, and access times;
- Cookies and similar technologies (see Section 9).
We do not knowingly collect information from children. The Service is intended for business use only.
4. How We Use Information
We use personal information to:
- Provide, operate, maintain, and improve the Service;
- Generate automated SMS responses, lead qualification, summaries, and dashboard content;
- Set up and customize the Service for our clients;
- Process payments and manage subscriptions;
- Communicate with clients about the Service, including support, updates, and administrative messages;
- Monitor, secure, troubleshoot, and protect the Service;
- Detect, prevent, and address fraud, abuse, or violations of our Terms;
- Comply with legal obligations and enforce our agreements.
We process leads' and customers' personal information only as needed to provide the Service to our client and according to that client's instructions and configuration.
5. Artificial Intelligence Processing
The Service uses third-party large language model (LLM) technology to read inbound messages and generate responses, qualification, and summaries. Message content may be transmitted to and processed by third-party AI providers for this purpose. We do not use this content to train our own AI models. Our AI providers' use of data is governed by their own agreements and terms.
6. How We Share and Disclose Information
We do not sell personal information. We may share it as follows:
- Service providers and subprocessors. We use trusted third parties to operate the Service, which may include Twilio (SMS delivery), OpenAI or other LLM providers (AI processing), Render (hosting), Base44 (dashboard infrastructure), and Stripe (payment processing). These providers may access personal information only to perform services for us and are expected to protect it.
- Our business clients. Information collected from individuals who text a client's business is made available to that client through the dashboard, as that is the purpose of the Service.
- Legal and protective disclosures. We may disclose information where required by law, regulation, legal process, or government request, or where we believe disclosure is necessary to protect our rights, safety, or property, or those of others, or to investigate fraud or abuse.
- Business transfers. If we are involved in a merger, acquisition, financing, reorganization, or sale of assets, information may be transferred as part of that transaction. We will require any successor to honor this Policy or provide notice of changes.
7. Cross-Border Storage and Processing
Your personal information may be stored and processed outside of Canada, including in the United States. Several of our service providers (which may include Twilio, OpenAI, Render, Base44, and Stripe) host or process data in the United States or other countries.
As a result, your personal information may be subject to the laws of those jurisdictions, and may be accessible to courts, law-enforcement, and government authorities in those jurisdictions under their laws. By using the Service, you acknowledge and consent to this cross-border transfer, storage, and processing. We take reasonable steps to ensure that our service providers protect personal information to a standard comparable to that required under applicable Canadian privacy law.
8. Data Retention
We retain personal information for as long as needed to provide the Service, maintain client accounts, fulfill the purposes described in this Policy, and comply with our legal, accounting, and reporting obligations. Information processed on behalf of a client is retained according to that client's use of the Service and our agreement with them. When information is no longer needed, we take reasonable steps to delete or anonymize it. Clients are responsible for exporting any data they wish to keep before cancellation.
9. Cookies and Similar Technologies
Our website and dashboard may use cookies and similar technologies to operate the Service, remember preferences, maintain sessions, and understand usage. You can control cookies through your browser settings, but disabling them may affect how the Service functions. Where required by law, we will seek consent for non-essential cookies.
10. Security
We take reasonable administrative, technical, and physical measures to protect personal information against loss, theft, unauthorized access, disclosure, copying, use, or modification. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. You use the Service at your own risk and are responsible for keeping your account credentials confidential.
11. Your Privacy Rights
Subject to applicable law, individuals may have the right to:
- Request access to the personal information we hold about them;
- Request correction of inaccurate or incomplete information;
- Withdraw consent (which may affect our ability to provide the Service);
- Make a complaint about our handling of personal information.
If you texted one of our client's businesses, please direct your request to that business, as they are the organization responsible for your information. We will assist our clients in fulfilling valid requests. For information we hold as the responsible organization (such as client account information), contact us using the details in Section 14.
We may need to verify your identity before responding. We will respond within the timeframes required by applicable law.
12. SMS and Anti-Spam (CASL)
Commercial electronic messages are regulated under Canada's Anti-Spam Legislation (CASL) and similar laws. Our business clients are responsible for obtaining the consents required to send and receive messages through the Service and for honoring opt-out requests. Recipients can typically opt out of messages by replying STOP or as otherwise instructed in a message.
13. Changes to This Policy
We may update this Privacy Policy from time to time. The "Last updated" date reflects the most recent changes. Material changes will be communicated through the Service or by email where appropriate. Continued use of the Service after changes take effect constitutes acceptance of the updated Policy.
14. Contact Us
For questions, requests, or complaints about this Privacy Policy or our handling of personal information, contact:
24-7 SMS Ltd.
Email: steelvancity@icloud.com
Address: 3668 W 6th Ave, Vancouver, BC, Canada
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada (priv.gc.ca) or the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca).