How the front desk works with your business, in plain words.

Who this is for

Callovyn is a front desk for businesses across Canada whose phone stays busy: clinics, property managers, restaurants, construction companies, trades, salons, and others like them. Every business runs on the same platform and is billed in Canadian dollars. The industry is a profile, not a second product. Eligible private residential buildings use the same desk as other ordinary Canadian businesses.

Healthcare, financial services, and legal services are regulated. A medical clinic is not accepted through ordinary sign-up; it starts on the demo and, later, under its own agreement. Even then the receptionist stays off the patient chart. Clinic demos use synthetic data only. Financial and legal services are not offered. A senior building is classified by operator, licence, and services — not by the age of the residents. Public housing, licensed supportive living, continuing care, and sites that provide personal care are not self-serve. See senior housing.

Creating an account

1. You create an account on the public website.
2. You give the business details and choose a package.
3. Someone authorized to bind the business reads the policies and signs. We keep the policy version, a hash of what was signed, the signer's name and email, the business, the time, and that authority confirmation.
4. The file is received. We start work and aim to deliver within 1 business day, not a clock-hour 24 hours.
5. We review and configure the desk (working), then mark it ready.
6. Phone, agent, and account are finalized last. That is when the line is live.

Payment sits after the terms. A paid month never marks the service live by itself. The paid package includes one dedicated number; we assign it after the file is ready, not at signup.

People outside Canada can read these pages and leave interest. They cannot purchase until that country is open.

How calls are handled

• Every call is answered, including two or more at the same time. Callers never hear a busy line.
• Callovyn speaks in your receptionist's name — Mara is that persona — and uses your hours, address, services, and the answers you approved. It does not guess. If a question is outside that list, the caller is offered a message or a callback.
• Requests are taken down and read back. The caller's name, number, reason, and preferred time go to your staff.
• Nobody is told they are booked until a person checks. Your staff record the time; then the caller gets the confirmation and a day-before reminder. Replying 1 confirms. Replying 2 asks staff to call back and reschedule; it does not cancel the time.
• Urgent calls go to a person. Each business sets one transfer number. If a caller describes an emergency, the receptionist tells them to call 911. For a residential building, urgent maintenance is taken down and the designated contact is alerted or transferred. A lockout is taken down for authorized staff. The desk never unlocks a door, gives an access code, confirms who lives in a unit, or says help has been dispatched. It is not emergency monitoring.
• A text recap follows the call, in the language the call was in, saying what was taken down and whether staff still need to confirm.

What Callovyn does not do

• It does not make outbound calling campaigns. Callovyn answers the phone; it does not call lists.
• It does not place instant calls to leads from Facebook or Instagram ads.
• It is not resold under another name. One product, one name.
• It does not invent prices, staff names, specialties, or open times. If you did not approve it, Callovyn does not say it.
• It does not change an existing booking from caller ID alone, and it does not cancel a slot on a text reply.
• It does not open or write to a medical chart, and it does not collect health card numbers, diagnoses, medications, or lab results.

Languages

The platform offers 6 languages. Each business turns on the ones its callers speak. The caller says the language or presses a key in the first few seconds, the whole call stays in it, and the recap text is sent in it too.

Each business turns on the languages its callers need. You can add a language later when the file allows it.

English and French have been checked on real calls. The other languages have their phrases written and are each listened to by a native speaker before a business relies on them. The languages list shows which have been checked.

Paying for the month ahead

• Each payment covers the month ahead. The date the period ends is the date the next month is charged or the next invoice is due.
• Paying by card. The card is kept by Stripe and charged on the renewal date. Callovyn stores only the card brand and the last four digits, never the number. A successful charge does not make the desk live.
• Installed by Callovyn. When we set the business up ourselves, you receive next month's invoice before the month starts and pay by Interac e-transfer. Service for that month continues once the transfer arrives.
• Reminders. The owner gets an email 7, 3 and 1 days before the next charge or due date. Each reminder is sent once.
• Price. The monthly amount is set when your business is set up and shown on your Billing page. It does not change without notice before the next renewal.

Extra minutes and Telnyx costs

• Extra minutes. Additional voice minutes are billed at the rate written on your file after you accept it. List prices are not published on this site.
• Locked extra-minute rate. When a verified Telnyx supplier cost is recorded from the Telnyx invoice, portal, or API — not from a public price page — a new file may be locked at that CAD cost plus 50%. CAD conversion uses the Bank of Canada noon USD/CAD rate stored with that snapshot.
• A later Telnyx change does not rewrite your file. Supplier cost and the customer extra-minute price are stored separately. Telnyx or exchange-rate moves after the lock do not change what you owe.
• SMS and tax. Message charges are not calculated on the usage counter yet. Tax is added from the province on the Billing page.
• Unused minutes expire. Minutes left at the end of the billing period do not carry into the next month.

If a payment fails or the card is removed

1. You are told at once. A declined charge or a card taken off the account sends the owner an email the same day, with the date the grace window ends.
2. Grace window. You have 7 days to put a replacement card on file or send the e-transfer. Service continues as normal during this time.
3. Paused line. When the window passes unpaid, the line is paused. Callers hear a short notice that the line is paused and no request is taken. Nothing already saved is lost; your calls, bookings, leads, and settings stay exactly as they were.
4. Back on at once. As soon as the payment goes through, the line answers again and the owner gets a confirmation email.

Receipts and tax

• Tax is added after the package price. The price you see is before tax. GST, HST, PST, or QST is added according to the province of your business as it appears on your billing details.
• A receipt for every paid month. Each receipt has its own number, shows the period it covers, the price, each tax line, and the total paid, and carries our business details and tax registration. It is emailed to the receipt address you set and kept on your Billing page.
• Your details on the receipt. The legal business name, address, and province come from the billing details the owner fills in. Change them before the next payment and the next receipt uses them.

Changing or closing the account

• You can move up a package at any time. Moving down waits until the number of languages you have on fits the smaller package.
• The owner can ask to close the account from the staff site. The month already paid runs to its end, and the next month is not charged.
• When the account closes, the business's records are removed, including copies in backups and with our phone provider, once the closure is confirmed.

Caller and business information

• What is kept about a caller: name, phone number, the reason for the call in their words, the preferred time, and the result. Call audio is not kept. If a caller volunteers a health number or a diagnosis, it is removed before the request is saved.
• Each business sees only its own records. Every record is tied to one business and locked at the database level, so one business can never read another's calls.
• Hosting. Production hosting of our application database is planned in Canada. The line does not go live until that Canada host and a permanent phone webhook are on. Transport is encrypted and the database is encrypted at rest. Phone, AI, email, and card payments go through separate processors. Neither phone nor Stripe receives your sign-in details. A database in Canada does not mean every vendor processes information only in Canada. Alberta PIPA can require disclosure of service providers outside Canada. Residential buildings are classified by operator, licence, and services — see senior housing.
• Clinics. Schedule only. Accuro, Healthquest, and Med Access keep the chart. A clinic owner grants that in writing. See clinic schedule access.
• Your callers' rights. A person who asks what Callovyn holds about them, or asks for it to be corrected or deleted, is directed to the business. The owner records the request on the staff site and we complete it, including copies in backups.
• No selling or sharing. Caller information is used to serve that business's calls and nothing else.

The demo

A demo is one business and one owner. We email a demo phone number. It lasts three days or ten talk minutes from when that number is sent, whichever ends first. WhatsApp chat uses the same number once WhatsApp is connected on it. Use test details only; do not put real customer or patient information into a demo. Demo setup is kept for 30 days after the demo ends so it can be turned into a live business, then removed.

Changes to these policies

Policies are versioned. When a change affects what you pay or how information is handled, the owner is asked to read and accept the new version on the staff site before it applies to the business. Smaller wording changes are posted here with the date.

These pages describe how the product behaves. They are not legal advice. The business remains responsible for its own obligations to its customers.

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