Privacy, terms and credits.

Privacy Policy

Last updated October 25, 2026 · hvala.ai

1. Who we are

Hvala is operated by 1000704072 Ontario Limited, operating as Hvala, in Ontario, Canada ("Hvala", "we", "us"). Our Privacy Officer is responsible for this policy and can be reached at [email protected].

We do not sell or rent personal information, and we do not use it for third-party advertising.

2. Who this policy covers, and our role

• Account holders and team members: the businesses and agencies that sign up for Hvala, and the people they invite.
• Our customers' customers: people who call, text, email, chat with, book, pay or are followed up by a business that uses Hvala.
• Visitors to hvala.ai.

For our own account, billing, security, support and legal purposes, we are responsible for the information we use. When a business uses Hvala to manage its own customers, that business decides why and how its customers' information is used, and we process it on the business's behalf as its service provider. If you are a customer of a business that uses Hvala, that business's own privacy notice also applies, and you can contact it or us. We will help route your request and meet our own obligations; we will not ignore an urgent privacy concern because a business uploaded the information.

3. What we collect

Accounts and teams

Name, email address, phone number, sign-in details, business name and location, plan, team roles, invitations, settings and account activity. Passwords are stored as hashes, never as readable text.

Phone numbers and texting registration

To set up a business phone number and text messaging, carriers require details such as the legal business name, address, business type, tax or registration number, website and an authorized contact. We collect these to complete carrier registration, and pass them to our telephony provider and the carrier registry.

Your customer records

Information a business stores or receives through Hvala, including contact details, tags, notes and custom fields; call logs (numbers, times, durations, outcomes); voicemail recordings and their written transcripts; text and picture messages, emails and website-chat conversations; bookings, form answers and reminders; estimates, invoices and payment status; pipeline and task records; and review requests. We do not record whole phone calls.

Billing

Billing contact, plan, usage, taxes, transaction identifiers and payment status. Stripe collects card details directly; we never receive your full card number.

Support, security and service operations

Messages you send us, account changes, IP addresses, device and browser information, and security and diagnostic logs, where reasonably needed to run, secure and troubleshoot the service.

Connected services

If you connect Google Calendar, Google sign-in, Google reviews or another integration, we receive the information that connection needs, such as calendar availability and events, your Google account name and email, or review details.

4. How we use information

We use information to provide what you asked for: create and secure accounts; set up phone numbers and carrier registration; route calls, voicemail and messages; send the replies, reminders, follow-ups and review requests you switch on; run bookings, invoicing and reports; process our subscription billing; provide support; prevent fraud, spam and abuse; meet legal and carrier obligations; and establish or defend legal claims. We do not collect information just in case it might be useful later.

We send service messages (sign-in, billing, security and important account notices) as part of the service. We send promotional email only with a valid legal basis, always identify ourselves, and always include a working unsubscribe link. Signing up is not permission to send unrelated promotions.

5. The AI partner and automation

Hvala's AI partner is the set of features that handle front-desk work automatically, such as texting back missed calls, writing out voicemails, and sending reminders, follow-ups, invoices and review requests on the schedule you choose. These features act only on the account and customer information needed for the task you switched on, and you can read every message and switch any of them off.

Where a feature uses a third-party AI model, we will identify the provider for that feature and send only the information the task needs. We do not use your data or your customers' messages to train AI models. We do not claim that any provider keeps no copy at all; provider retention for each feature will be described where that feature is offered.

6. Sharing and service providers

We share information only as reasonably needed: with the providers that run the service, with your team according to the access you give them, with the people you message, and as described below. Providers working for us are bound by confidentiality, security and processing obligations. Some, such as payment, telephony and sign-in providers, also process information for their own legal and service purposes under their own terms.

Zoom or Microsoft Teams links you add to booking pages are your own links; we do not connect to those accounts.

We may disclose limited information where required by law or valid legal process, to deal with an immediate serious safety or security issue where the law permits, or to establish or defend a claim. If the business is sold or reorganized, information may transfer to a successor that must continue to protect it.

Information outside Canada

Some providers process information in the United States or elsewhere. Information processed outside your province or country is subject to the laws of that place, including lawful access by its authorities. We put in place the safeguards that applicable law requires before transferring information.

7. Retention and deletion

We keep information only as long as needed for the purpose it was collected for, or as the law requires.

Deletion cannot recall messages already delivered to people's phones or inboxes, or copies a business exported.

8. Security and incidents

We use physical, organizational and technical safeguards suited to the sensitivity of the information, including access controls, encrypted connections, credential protection and supplier oversight. No internet service is risk-free. We have a process to investigate, contain and record privacy incidents, and we notify affected businesses, individuals and the Office of the Privacy Commissioner of Canada when the law requires.

9. Your choices, access and complaints

You can ask what personal information we hold about you, how we use it and who receives it, and ask us to correct or delete it, or withdraw consent. Email our Privacy Officer at [email protected] with enough detail for us to find the information. We may verify your identity proportionately. We aim to respond within 30 days, and will tell you if we need a lawful extension or must keep something for a legal reason.

If you are a customer of a business that uses Hvala and you want to stop receiving its texts, reply STOP to any message. For other requests about a business's records, contact that business; we will help where we can.

You can complain to the Office of the Privacy Commissioner of Canada, Québec's Commission d'accès à l'information, or another competent authority. You do not need to contact us first.

10. Children

Hvala is a business service for adults. Account holders must be at least 18 and the age of majority where they live. We do not knowingly collect information from children for our own purposes; contact us if you believe we have.

11. Our website, hvala.ai

Our website does not use advertising or tracking cookies. It stores one setting in your browser's session storage so the opening animation does not replay during the same visit, and that setting is cleared when you close the tab. Typefaces load from Google Fonts, which receives your IP address and browser details when the page loads. Cloudflare delivers the site and may use strictly necessary security measures. If we add analytics or optional cookies, we will update this section first and ask for consent where required.

12. Changes to this policy

The date at the top shows the latest version. We will give appropriate notice of material changes, and ask for fresh consent before any new use that requires it.

Terms of Service

Last updated October 25, 2026 · hvala.ai

1. Who we are and this agreement

Hvala is operated by 1000704072 Ontario Limited, operating as Hvala, in Ontario, Canada ("we", "us"). Contact: [email protected]. These Terms govern your use of Hvala, including the app, phone numbers, messaging, booking pages, websites, integrations and the AI partner (the "Service"). "You" means the person or organization that accepts these Terms.

You accept these Terms when you create an account or confirm a plan. If you accept for an organization, you confirm you are authorized to bind it. Our Privacy Policy explains how we handle information; accepting these Terms is not consent to optional tracking or marketing. Nothing here removes rights that consumer law gives you and that cannot be waived.

2. Eligibility and your account

You must be at least 18 and the age of majority where you live. Keep your account and billing details accurate, protect your sign-in, give each team member their own login, and tell us promptly about any unauthorized access. You are responsible for activity you authorize in your account.

3. What Hvala provides

Hvala gives a local business one place to answer customers: a business phone in the browser and on team phones, missed-call text back, a shared inbox for texts, email and website chat, booking pages and reminders, estimates, invoices and payment links, automated follow-ups, review requests, email campaigns, forms and simple websites, reports, and team and multi-location tools. The features and allowances of your plan are those shown when you choose it.

4. Free trial, plans and billing

• Free trial: 14 days, no card required. When it ends nothing is charged; choose a plan, or the account pauses and your data stays available to export.
• Plans: one flat price per business, with unlimited users. The price, currency, billing interval, included texts and call minutes, and taxes are shown before you confirm. Plans renew for the interval you chose until cancelled.
• Usage over your allowance: charged at the rates posted in the app, shown as it happens, and stopped at a monthly cap you set. The cap is $20 a month unless you change it.
• Carrier fees: US carriers charge one-time and monthly fees to register a business for texting. We show these before you agree and pass them on at cost, with no markup.
• Cancelling: cancel in one click in the app, with no password, reason or phone call needed. Your plan runs to the end of the period you paid for, then stops renewing. Cancelling does not delete your data; you can export it.
• Refunds: amounts already paid are not refunded for part of a period, except where these Terms or the law say otherwise. We will investigate and correct duplicate or unauthorized charges.
• Price changes: we give at least 30 days' notice of a change to a recurring price, and it never affects a period you have already paid for. You can cancel before it takes effect.
• Failed payments: we may retry, and may pause paid features after notice and a reasonable chance to fix the problem.

5. Payments you collect from your customers

Invoices, deposits, payment plans, payment links and text-to-pay are processed through your own Stripe account, at Stripe's rates. Hvala takes no cut of those payments. You are the seller and are responsible for your prices, taxes, receipts, refunds, chargebacks and disputes with your customers, and for complying with Stripe's terms.

6. Phone numbers, calls and texting rules

Hvala sets up a business phone number with you. Bringing an existing number over is not available yet. Numbers are provided through our telephony provider and remain subject to carrier rules; you do not own a number, but we will work with you on reasonable requests if you leave.

Calls and messages sent through Hvala are sent in your business's name, and you are responsible for them. In particular, you agree to:

• have the permission the law requires before sending marketing or automated texts, emails or calls, including under Canada's Anti-Spam Legislation (CASL), the CRTC's rules, the US Telephone Consumer Protection Act (TCPA), and state and provincial laws;
• identify your business in messages and honour opt-outs immediately. Hvala automatically stops texts to anyone who replies STOP; do not try to get around that;
• follow carrier and registry rules for business texting, including accurate registration information, and respect local quiet hours;
• not send prohibited content, including illegal goods, hate, harassment, phishing, or content carriers prohibit, and not buy or use contact lists without consent.

Missed-call text back replies to someone who has just called you, but you remain responsible for using it lawfully. We may pause messaging or a number to protect carrier standing or respond to complaints, and will explain why and how to fix it where we can. Delivery of calls and texts depends on carriers and networks outside our control.

7. The AI partner and automation

The AI partner sends messages, reminders, follow-ups, invoices and review requests that you switch on, in your business's name and using templates you can edit. You choose what is switched on, and you can read and stop any of it. Automated and AI-assisted output can be wrong or incomplete; review your templates and settings, and do not rely on automation for urgent or safety-critical matters. We do not claim ownership of your inputs or the messages created for you.

8. Your data and content

You keep the rights in your data and content, including your customer records and messages ("Your Data"). You give us permission to store, copy, process, transmit and display Your Data only as needed to provide, secure and support the Service according to your settings. We do not sell Your Data, use it to advertise to your customers, or use it to train AI models.

You must have the right to upload and use Your Data, including other people's personal information, and to give us the instructions you give. You can export every contact, note, deal and message at any time. Deleted contacts can be restored for 60 days.

9. Acceptable use

• Do not use Hvala for unlawful, deceptive, infringing, harassing or abusive purposes, or to send spam.
• Do not impersonate others, get around plan limits or security, interfere with the Service, or test its security without our written permission.
• Do not resell access to Hvala except through the agency features we provide.

10. Teams, locations and agencies

The account owner controls invitations, roles, billing and access, and is responsible for team members' use within their control. An organization remains the customer even if its administrator leaves. Agencies using client accounts, snapshots or white-label features are responsible for having their clients' authority, for their clients' compliance with these Terms, and for their own terms with those clients.

11. Third-party services

Google, Stripe, Twilio, Zoom, Microsoft and other services you connect have their own terms and privacy practices, which apply in addition to ours. You are responsible for having the right to connect them.

12. Suspension, closing and ending the Service

We may restrict an account, number or feature where reasonably necessary to deal with a material breach, non-payment, unlawful use, fraud, carrier complaints or a security risk. We will normally explain why and give you a reasonable chance to fix it, but may act immediately where delay creates risk or the law requires it.

You can close your account at any time. If we discontinue the Service, or end your account for a reason other than your material breach, we will normally give at least 30 days' notice and a chance to export Your Data, and refund unused prepaid fees on a prorated basis.

13. Availability

We provide the Service with reasonable care and skill, but do not guarantee uninterrupted access, that every call or message will be delivered, or compatibility with every device. Keep your own records of anything critical. We will tell you about significant known incidents and planned disruption when we reasonably can.

14. Our rights

We and our licensors keep all rights in the Service's software, design and branding. Your plan gives you a limited right to use the Service under these Terms.

15. Liability and indemnity

Nothing in these Terms limits liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, or anything else the law does not allow us to limit. Consumer guarantees and privacy rights are not affected.

Subject to that, our total liability arising from the Service is limited to the greater of CA$100 and the fees you paid us for the Service in the 12 months before the event giving rise to the claim. This cap does not reduce any refund we owe you.

For business customers only, and to the extent the law allows, neither party is liable to the other for indirect or consequential losses. You will cover our reasonable losses and defence costs from a third-party claim caused by Your Data infringing someone's rights, or by messages or calls you send in breach of messaging, privacy or anti-spam laws, to the extent caused by you or people you authorize. This does not cover our own fault, and we will notify you promptly and let you take part in the defence.

16. Changes, governing law and general terms

We will email account holders at least 30 days before a material change to these Terms takes effect, describe the change and your options, and get any further agreement the law requires. Changes never alter a claim that has already arisen or the price of a period already paid.

These Terms are governed by the laws of Ontario and the federal laws of Canada that apply there, subject to mandatory laws where you live. Courts in Ontario may hear disputes. There is no mandatory arbitration and no class-action waiver. Please contact us first so we can try to resolve a concern; doing so does not remove your legal rights.

These Terms, your plan and the data-processing terms below form the whole agreement about the Service, unless a separately signed agreement expressly changes them. If one provision is invalid, the rest still applies. Not enforcing a provision is not a waiver. Provisions meant to survive, such as payment, confidentiality and liability, do so.

17. Data processing for your customers' information

When we process personal information about your customers or team on your behalf, you decide the purposes and give the instructions, and we act as your service provider. Your instructions are these Terms, your settings and any further lawful written instructions we accept. We will:

• process that information only on your instructions, unless the law requires otherwise, and tell you if we believe an instruction breaks data-protection law;
• keep it confidential and limit access to people who need it to run, secure or support the Service;
• keep appropriate technical and organizational security measures in place;
• use only service providers bound by suitable data-protection obligations, remain responsible for them, and give at least 30 days' notice of a material new provider receiving that information;
• reasonably help you respond to individuals' requests and meet your own security and legal obligations;
• notify you without undue delay after becoming aware of a breach affecting that information, with the details available to us;
• return or delete it when the Service ends, at your choice, subject to legal retention and the backup periods in our Privacy Policy.

You are responsible for giving your customers the notices and getting the permissions the law requires for the information and instructions you provide.

Photo credits

Photographs on hvala.ai, via Wikimedia Commons. Shown in black and white on our website.

• Couple working at home by Crew. CC0 1.0. Source
• Woman sits at desk working on laptop in home office by Shixart1985. Licensed under CC BY 2.0; converted to black and white. Source
• Heart & Home Real Estate For Sale Sign by Rick Obst. Licensed under CC BY 2.0; converted to black and white and blurred. Source
• At a Building site by Clem Onojeghuo. CC0 1.0. Source
• Rough Draft by Brad Neathery. CC0 1.0. Source
• Taking notes at a coffee table by Tran Mau Tri Tam. CC0 1.0. Source