Privacy policy

Who we are

Qouh is run by 12651696 Canada Inc., 6 Topbank Drive, Toronto, ON M9W 7C2, Canada, Canadian Business Number 787777861, Ontario corporation no. 003272655 (“we”). Questions about privacy: use the contact form.

Our role

For the accounts of businesses and their staff, for this website and for the businesses we email, we decide what happens with the data: we are the controller. The details of a business's own customers (who book through its booking page) belong to that business: it is the controller and we process them on its behalf, only to run the service. The data processing agreement sets out how.

What we collect

Only what the service needs:

• Account: name, email address, password (stored as a hash), two-step verification settings (secrets encrypted), language and time zone, and the phone number you leave if you’d like a call about setting up (used only for that call).
• Work set-up: departure address, working hours and appointment types.
• Customers and bookings: name, email address, phone number, address and its map position, booking times, notes and the language of the booking.
• Calendar, only if you connect Google Calendar: your busy times and the events we create. Access tokens are stored encrypted.
• Billing: your plan and subscription status. Payments are handled by Stripe; we never see or store card numbers.
• Messages to us: what you write in the contact form (name, email address, company and message), kept in our mailbox as long as we need it to answer you, and in our system for 12 months so our team can follow it up.
• Website visits: we count visits to this website ourselves, without cookies and without storing your IP address. We keep the page, the website or campaign link you came from, your country, region and town (as our content network reads them from your network address), the kind of device, the browser and operating system family, and a code that changes every day, so a visitor is counted once a day but never recognised later. If you create an account the same day, we note with it which of our campaign links or the route planner brought you. These counts are kept for 400 days. We also note where on a page clicks land, which link or named button was clicked and how far the page was scrolled, with only the page and the kind of device, so we can see where the website is unclear; this is kept for 90 days and can't be linked to you or to your other visits.
• Route planner: when you plan a route on this website we keep your IP address for 3 months, with your country and the kind of device, to stop misuse of the free planner. The addresses you type are not stored.
• Session recordings, only if you allow them on this website: what happens on the pages you open (clicks, scrolling, mouse movement and the page itself, with everything you type hidden), with your country and the kind of device and browser, stored on our own server for 30 days. No IP address is kept with them.
• Our ads, only if you allow it on this website: Meta’s pixel notes the pages you open and when you plan a route, and when you then create an account we tell Meta, with your email address in a scrambled (hashed) form, your IP address and your browser, so Meta can match it to the ad you saw. Nothing from the app, your customers or your bookings is ever sent.
• Technical: IP address and browser in server logs, your push subscription if you turn notifications on, which pages of the app your account opens (counted per account, not per person, kept for 400 days), and how this website is used (see the cookie policy).
• Country waitlist: what you leave on the “your country” page (name, business email, business name, country, state or province, town, trade, team size and, if you give it, a phone number), used only to tell you when we open there and to decide where to open next, kept until we have told you and at most 24 months. If you reserve a spot, our payment provider handles the payment and we keep only that it was paid or refunded and the amount.

Data from Google Calendar

If you connect Google Calendar, we read the start and end times and the locations of your events, never their titles or descriptions, so customers can't book times you're busy. We add your booked visits to your calendar and update or remove them when they move or are cancelled. We use this data only for these features: we don't sell it, use it for advertising or share it with anyone else, and people read it only when you ask us for help or the law requires it. “Disconnect” under Settings → Calendar deletes our access and every busy time we copied. Our use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Businesses we email

We may email businesses that could use Qouh, at a business address they publish themselves, about their own work. If we wrote to you, this is what we hold and why, even though you didn’t give us the details yourself:

• What we keep: your name and job title where the business publishes them, the business email address, the company’s name, town, trade and website, where we found the address, and the emails we sent with your replies. We don’t track whether you open our emails.
• Where we found it: public business listings such as Google Maps, the business’s own website and social media pages, lead-data services that collect such public listings, and people who find businesses for us in return for a commission. Each email says where we found your address.
• Why: to offer our service to businesses that may need it (our legitimate interest in reaching them). We write only to business addresses, follow each country’s rules on unsolicited email, and send at most three emails.
• Who receives it: the lead-data services, the writing assistant that helps us draft each email (a person reads and approves every one before it is sent) and the email-sending service we use, all working for us under contract; and if a person found your business for us, they learn whether it became a customer, for their commission.
• How long: 12 months after our last email, unless you reply that you’re interested (then as for any account or contact message). If you say no, we keep only your email address on our do-not-contact list, so we never write to you again.
• Saying no: reply “no” to any of our emails or use the contact form. It’s free and we stop at once. The rights below apply too.

Why and on what basis

To provide the service you signed up for (performance of a contract): bookings, routes, calendar sync, confirmations and reminders. To keep accounts and the service secure (legitimate interest). To keep invoices and accounting records (legal obligation). We don't sell data. To see how this website is used and improve it (legitimate interest for visit counts without cookies; your consent for session recordings). To measure which of our ads on Facebook and Instagram bring visits and sign-ups (your consent, asked on this website). To email businesses that may need our service (legitimate interest; see “Businesses we email”).

Who receives data

Only these services, each for its own part of the work:

• Hosting: ZAP-Hosting GmbH (Germany), with the data stored in the European Union (the Netherlands).
• Network and protection: Cloudflare carries the traffic to this site and protects it from attacks, so it sees your IP address.
• Spam protection: when it is switched on, Google reCAPTCHA checks the sign-up and contact forms and the route planner on the website for automated use, so Google receives your IP address and details about your browser and how you use the form.
• Email delivery: Emailit.
• Payments: Stripe.
• Google, only if you connect Google Calendar.
• Maps: OpenFreeMap serves the map tiles, so it sees your IP address when a map loads.
• Visit statistics: our own analytics software on our own server; nobody else receives them.
• Session recordings, only if you allow them on this website: Microsoft Clarity, so Microsoft receives your IP address, browser details and how you use the pages.
• Measuring our ads, only if you allow it on this website: Meta Platforms Ireland Ltd. For what its pixel collects on our pages and the sign-up we report, Meta and we are joint controllers; Meta uses that data under its own privacy policy, which also explains how to use your rights with Meta. You can withdraw your consent at any time on the cookie policy.
• Notifications: the push service of your browser (for example Apple, Google or Mozilla) delivers them in encrypted form.

Where your data goes

We are a company in Canada. The European Commission has decided that Canada protects personal data adequately for businesses like ours, so data may go from the EU to us without further safeguards. Your data is stored in the European Union (the Netherlands). For organizations in the United Kingdom the UK GDPR applies; the UK recognises the EU and Canada as protecting personal data adequately. For organizations in Canada, Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) applies to the personal information we handle, including while it is stored outside Canada. Stripe, Google, Cloudflare, Microsoft and Meta may process data in the United States; they do so under the EU-U.S. Data Privacy Framework or the European Commission’s standard contractual clauses. The lead-data services and the email-sending service we use for business contacts may process data outside the EU; we use only those that do so under an adequacy decision or the European Commission’s standard contractual clauses.

How long we keep it

Account and customer data are kept while the account exists and deleted after it is closed. Invoicing records are kept as long as accounting law requires. Server logs are kept for a limited time, for security.

Your rights

You can ask to see, correct or delete your data, to limit or object to its use, and to receive it in a usable format. Use the contact form. Customers of a business that uses Qouh can best contact that business first. You can also complain to the data protection authority of your country (in Belgium: the Data Protection Authority, www.dataprotectionauthority.be; in the Netherlands: the Autoriteit Persoonsgegevens, autoriteitpersoonsgegevens.nl; in the United Kingdom: the Information Commissioner’s Office, ico.org.uk; in Canada: the Office of the Privacy Commissioner of Canada, priv.gc.ca).

Security

Connections use HTTPS, staff accounts can use two-step verification, and calendar tokens and verification secrets are stored encrypted.

Changes

When this policy changes, we update the date at the top and tell account owners by email about important changes.