Privacy Policy

Who we are

Ranger Operations ("we," "us," "our") is a Canadian company providing AI-powered phone answering and dispatch systems for trades and home service companies. Our registered address is in Waterloo, Ontario, Canada. Our platform answers inbound calls, qualifies service requests, books appointments, sends SMS confirmations, and dispatches emergency jobs on behalf of our clients. This policy explains how we collect, use, and protect information when you interact with our website, phone systems, or services.

Information we collect

Website inquiries. When you submit our contact form, we collect your name, business name, email address, phone number, and service area. We use this to follow up on your inquiry and determine if our services are a good fit.

Client account data. When you become a client, we store your business name, phone number(s), calendar preferences, service offerings, pricing, hours of operation, service area, and timezone. This is used solely to configure and operate your AI front desk agent.

Google Calendar data. With your explicit consent via Google's OAuth 2.0 authorization flow, we access your Google Calendar to check appointment availability and create new calendar events on your behalf. We only request the minimum scopes necessary (calendar.events). We do not read, modify, or delete existing calendar entries unrelated to our service. We do not access your email, contacts, files, or any other Google services.

Call data. When a caller interacts with your AI front desk agent, we process the caller's name, phone number, service address, and issue description for the purpose of qualifying their request and booking their appointment. Call metadata (timestamp, duration, outcome) is logged for your records. Call audio may be temporarily processed for real-time conversation handling and is not stored permanently unless you opt into call recording.

SMS data. When our system sends or receives SMS messages on your behalf (appointment confirmations, reminders, follow-ups), we store the phone number, message content, and delivery status. This data is used to provide the messaging service and is retained as part of your service records.

Caller/customer data. End users (your customers) who call or text your Ranger Operations phone number provide their information voluntarily in the course of requesting a service. We process this data solely as a data processor on your behalf, to deliver the answering and booking service you have engaged us to provide.

How we use your information

We use collected information to:

• Operate and improve our AI front desk and dispatch services
• Answer inbound calls and qualify service requests on your behalf
• Book appointments on your calendar as authorized
• Send SMS appointment confirmations, reminders, and follow-ups to your customers (when enabled)
• Dispatch emergency jobs to your on-call crew (when enabled)
• Communicate with you about your account, billing, and service updates
• Comply with legal obligations

We do not use your data for advertising, profiling, resale, or any purpose unrelated to providing our services.

SMS and messaging policy

Ranger Operations sends SMS messages on behalf of our clients for the following purposes:

• Appointment confirmations sent to customers after a booking is made
• Appointment reminders sent ahead of scheduled service visits
• Service follow-ups sent after job completion (when enabled by client)
• Emergency dispatch notifications sent to on-call crew members

Consent. SMS messages are only sent to individuals who have provided their phone number in the course of requesting a service (e.g., calling to book an appointment) or to crew members who have been enrolled by the business owner. By calling our client's business line and providing a phone number, the caller consents to receive transactional SMS messages related to their service request.

Message frequency. Message frequency varies. Typically 1-3 messages per service interaction (confirmation, reminder, follow-up).

Opt-out. Recipients can opt out of SMS messages at any time by replying STOP to any message. Upon receiving a STOP request, no further messages will be sent to that number. Reply HELP for assistance.

Message and data rates. Standard message and data rates may apply depending on the recipient's carrier and plan.

No SMS data sharing. We do not sell, share, or use SMS opt-in data or phone numbers for any purpose other than delivering the specific messages described above. SMS consent is not shared with third parties for marketing purposes.

How we store and protect your data

Your data is stored on secure, access-controlled servers with encryption at rest and in transit. Google Calendar authorization tokens are encrypted and stored with access restricted to authorized systems only. All data transmission between our systems and third-party services uses TLS/HTTPS encryption. We do not store credit card or payment information on our servers. We implement industry-standard security measures including access controls, audit logging, and regular security reviews.

Third-party services

We use the following services to operate our platform. We do not sell, rent, or share your data with any third parties for their own marketing or advertising purposes.

Google Calendar API for checking availability and booking appointments. Governed by Google's Privacy Policy. Our use adheres to Google's Limited Use requirements.

Retell AI for voice agent processing. Call audio is processed in real-time for conversation purposes and is not permanently stored by Retell.

Twilio for telephone connectivity (voice calls and SMS delivery). Phone numbers provisioned through Twilio are used exclusively for our clients' business communications. Governed by Twilio's Privacy Policy.

Cloudflare for website hosting, DNS, and security. Governed by Cloudflare's Privacy Policy.

Google API Services disclosure

Ranger Operations' use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Specifically:

• We only use Google Calendar data to provide and improve our appointment scheduling functionality.
• We do not transfer Google user data to third parties except as necessary to provide our service (e.g., creating calendar events).
• We do not use Google user data for serving advertisements.
• We do not use Google user data to train generalized AI or machine learning models.
• A human may review Google user data only for security purposes, to investigate abuse, to comply with applicable law, or when the data has been aggregated and anonymized.

Telephone Consumer Protection

Ranger Operations operates in compliance with applicable telecommunications regulations including Canada's Telecommunications Act, CRTC Unsolicited Telecommunications Rules, and the Canadian Radio-television and Telecommunications Commission (CRTC) guidelines. Our services are used by businesses to handle their own inbound customer communications and send transactional messages related to requested services. We do not engage in telemarketing, cold calling, or unsolicited commercial messaging.

CASL compliance

Our electronic messaging practices comply with Canada's Anti-Spam Legislation (CASL). SMS messages sent through our platform are transactional in nature (appointment confirmations, service reminders, dispatch notifications) and fall within CASL's exemptions for messages that are directly related to an existing business relationship or a service requested by the recipient. We do not send commercial electronic messages without appropriate consent.

PIPEDA compliance

As a Canadian organization, we comply with the Personal Information Protection and Electronic Documents Act (PIPEDA). We collect personal information only for identified purposes, obtain consent for collection and use, limit collection to what is necessary, and protect information with appropriate safeguards. Individuals may request access to their personal information or challenge our compliance by contacting our Privacy Officer at privacy@rangeroperations.com.

Revoking access

You can revoke our access to your Google Calendar at any time by visiting your Google Account permissions page and removing Ranger Operations from the list of connected applications. Revoking access will prevent our system from booking appointments on your calendar but will not affect other aspects of service (call answering, SMS delivery).

Data retention and deletion

We retain client data for the duration of the service relationship plus 30 days. Website inquiry data is retained for up to 12 months. Call logs and SMS records are retained for the duration of your service agreement. Upon cancellation of services, we delete your data within 30 days of written request. Google Calendar tokens are revoked and deleted immediately upon service termination. Contact us at privacy@rangeroperations.com to request deletion.

Your rights

You have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Withdraw consent for data processing at any time
• Opt out of SMS messages by replying STOP
• Revoke Google Calendar access at any time
• File a complaint with the Office of the Privacy Commissioner of Canada

Children's privacy

Our services are designed for businesses and are not directed at individuals under the age of 18. We do not knowingly collect personal information from children.

Changes to this policy

We may update this policy from time to time. Active clients will be notified of material changes via email at least 30 days before they take effect. The date at the top reflects the most recent revision.

Contact

Questions about this policy or your data? Contact our Privacy Officer:

Email: privacy@rangeroperations.com
General: support@rangeroperations.com
Ranger Operations, Waterloo, Ontario, Canada