Texline

TEXLINE PRIVACY POLICY

Effective Date: January 17, 2026
Last Updated: August 29, 2026

Texline Inc. ("Texline", "we", "us", or "our") is committed to protecting personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.

This Privacy Policy explains how we collect, use, disclose, and protect personal information in connection with our website and services.

1. SCOPE OF THIS POLICY

This Privacy Policy applies to:

  • Visitors to the Texline website (texline.ai)
  • Healthcare clinics and practices that subscribe to the Texline Service ("Customers")
  • Individuals who contact us for inquiries or support

IMPORTANT: This policy does not govern patient personal health information processed by Texline on behalf of healthcare clinics. See Section 2 below.

2. PATIENT INFORMATION

Texline processes patient personal health information solely on behalf of healthcare clinics and in accordance with their instructions.

2.1 Clinic Responsibility

  • Healthcare clinics are the custodians and controllers of patient data.
  • Clinics are responsible for obtaining all necessary patient consents and authorizations.
  • Clinics determine how patient information is collected, used, and disclosed.

2.2 Texline's Role

  • Texline is an electronic service provider. We supply the technical means by which a clinic communicates with its patients electronically. We are not an agent of the clinic and do not act on the clinic's behalf in its dealings with patients.
  • We process patient information only as necessary to provide the Service and in accordance with the clinic's instructions.
  • We do not independently use, sell, or disclose patient information for our own purposes.

2.3 Patient Access Requests

If you are a patient and wish to access, correct, or delete your personal health information, please contact your healthcare provider directly. Texline cannot respond to patient requests without authorization from the applicable clinic.

3. PATIENT COMMUNICATIONS

This section describes how personal information is handled in the text, voice, and voicemail communications sent and received through the Service. The clinic decides who is contacted, when, and what each message says.

3.1 Consent is the clinic's responsibility

  • The clinic is responsible for obtaining and maintaining every consent required to communicate with a patient, including consent under applicable privacy legislation and, where it applies, under Canada's Anti-Spam Legislation (CASL).
  • The clinic is responsible for retaining evidence of that consent, and for telling patients what messages to expect and how to stop receiving them.
  • Texline does not obtain consent from patients and does not determine whether a clinic has a lawful basis to contact any individual.

3.2 SMS is not a secure channel

Text messages travel over networks Texline does not control and may be visible to anyone with access to the recipient's device. Clinics should include no more personal health information in a message than is necessary for its purpose, and should offer an alternative channel to patients who prefer one.

3.3 Opting out

The Service recognizes standard opt-out keywords in English and French, including STOP, UNSUBSCRIBE, and ARRÊT. An opt-out is recorded against that phone number for the clinic's organization and takes effect immediately, and no further messages are sent to that number on that clinic's behalf. Opt-outs are scoped to the clinic being messaged and are not shared between organizations. Keywords that are ambiguous in a clinical context, such as CANCEL, are treated as ordinary replies rather than opt-outs.

3.4 Voice and voicemail

Where the Service answers calls or captures voicemail, audio is recorded and transcribed automatically. The clinic is responsible for disclosing this in its greeting. Transcription is imperfect, particularly for clinical terminology and poor-quality audio, and a transcript should not be treated as a verbatim record.

3.5 Retention of communications

Voicemail audio, transcripts, and message records are retained in accordance with the Data Retention section below.

4. INFORMATION WE COLLECT

4.1 Information from Website Visitors

  • Contact information (name, email, phone) when you submit inquiries or request a demo
  • Technical data (IP address, browser type, device information) collected automatically
  • Usage data (pages visited, time spent, referral source)

4.2 Information from Customers

  • Business contact information (name, email, phone, practice name)
  • Account credentials and authentication information
  • Billing and payment information
  • Service usage data and preferences
  • Communications with our support team

5. HOW WE USE INFORMATION

We use personal information for the following purposes:

  • To provide, maintain, and improve the Service
  • To process transactions and send related information
  • To respond to inquiries and provide customer support
  • To send service-related communications (updates, security alerts)
  • To maintain security and prevent fraud
  • To comply with legal obligations
  • To analyze usage patterns and improve our Service (using aggregated, de-identified data)

6. DISCLOSURE OF INFORMATION

We do not sell personal information. We may disclose personal information in the following circumstances:

  • Service Providers: We share information with trusted third-party vendors who assist us in providing the Service (e.g., cloud hosting, payment processing, communication services). These providers are contractually bound to protect personal information.
  • Legal Requirements: We may disclose information when required by law, court order, or governmental authority.
  • Business Transfers: In connection with a merger, acquisition, or sale of assets, personal information may be transferred to the acquiring entity.
  • With Consent: We may disclose information for other purposes with your explicit consent.

7. CROSS-BORDER DATA PROCESSING

Personal information may be processed or stored in jurisdictions outside of Canada, including the United States, where our service providers operate.

When personal information is transferred outside Canada, we ensure that appropriate safeguards are in place, including:

  • Contractual obligations requiring service providers to protect personal information
  • Technical security measures (encryption, access controls)
  • Compliance with applicable data protection requirements

Note: Personal information transferred outside Canada may be subject to the laws of the jurisdiction in which it is processed, including lawful access by government authorities.

8. DATA RETENTION

We retain personal information only as long as necessary to fulfill the purposes for which it was collected, including:

  • For the duration of the customer relationship and any applicable retention period
  • As required to comply with legal obligations
  • To resolve disputes and enforce our agreements

When personal information is no longer required, we securely delete or anonymize it.

9. SECURITY SAFEGUARDS

We implement technical and organizational safeguards appropriate to the sensitivity of the information, including:

  • Encryption of data in transit (TLS) and at rest (AES-256)
  • Role-based access controls and organization-level data isolation
  • Audit logging of access to personal health information
  • Secure authentication, with passwords stored using industry-standard hashing

Texline does not operate data centres. Physical safeguards are provided by the infrastructure providers described in Section 7, whose own security certifications are available on request.

Texline has not undergone a third-party compliance audit or certification, and no certification exists for PIPEDA or provincial health privacy legislation. HIPAA is United States federal law and does not apply in Canada; we have not undergone a HIPAA audit and do not claim HIPAA compliance. The safeguards listed above are the specific controls we have implemented.

While we take reasonable precautions, no method of transmission or storage is completely secure. We cannot guarantee absolute security.

10. YOUR PRIVACY RIGHTS

Under PIPEDA and applicable provincial legislation, you have the right to:

  • Access: Request access to the personal information we hold about you.
  • Correction: Request correction of inaccurate or incomplete information.
  • Withdrawal of Consent: Withdraw consent to certain processing activities (subject to legal or contractual restrictions).
  • Complaint: File a complaint with the Office of the Privacy Commissioner of Canada if you believe your privacy rights have been violated.

To exercise these rights, please contact us using the information provided below.

11. COOKIES AND TRACKING

Our website uses cookies and similar technologies to enhance your experience and collect usage data. You can manage cookie preferences through your browser settings.

12. THIRD-PARTY LINKS

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites.

13. CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time. Material changes will be communicated through our website or by email. Continued use of the Service after changes constitutes acceptance.

14. CONTACT US

For privacy inquiries or to exercise your rights, please contact:

Privacy Officer
Texline Inc.
Email: info@texline.ai
Address: Toronto, Ontario, Canada

We will respond to your inquiry within 30 days.