Privacy Policy
Last updated: 2026-05-14
1. Overview
This Privacy Policy explains how OnCall Pros collects, uses, discloses, stores, and protects personal information when Customers and Pros use the OnCall Pros platform.
OnCall Pros is a private-sector organization operating in Alberta. The platform is designed to route service requests between Customers and independent Pros.
2. Information we collect
From Customers
We may collect:
- name, if provided
- phone number
- service address
- issue description
- optional photos or attachments
- communication content exchanged through the platform
- request timestamps
- job history associated with the request
- technical/logging information such as IP address, device/browser information, and anti-abuse or security signals where collected by the platform
From Pros
We may collect:
- business name
- contact details
- trade certificate details
- business licence details
- insurance and WCB documentation where applicable
- service area information
- account, verification, billing, and subscription-related information
- job acceptance / decline / completion history
- communication and platform-usage logs
Communications data
Where the platform supports SMS, calls, voicemail, or voice-assistant features, we may collect or generate:
- message content
- delivery status
- call metadata
- routing logs
- voicemail or transcript data
- communication timestamps
- support / dispute records
3. How we use personal information
We use personal information to:
- receive and route Customer requests
- match a request to an available Pro
- share the necessary subset of the request with the dispatched or accepted Pro
- facilitate communication between Customer and Pro
- operate, maintain, secure, troubleshoot, and improve the platform
- verify Pro documentation and account status
- detect, investigate, prevent, and respond to fraud, abuse, safety incidents, spam, and misuse
- support disputes, audits, support requests, and internal recordkeeping
- comply with legal, accounting, tax, insurance, and regulatory obligations
4. Who we share personal information with
We share Customer information with the specific Pro who is offered or assigned the job, to the extent reasonably necessary for that Pro to evaluate, accept, attend, and complete the service request.
We may also share information with:
- hosting, infrastructure, analytics, monitoring, storage, messaging, telephony, or payment service providers
- professional advisers, insurers, auditors, or legal counsel where reasonably necessary
- regulators, law enforcement, courts, or other parties where required or permitted by law
- potential buyers, investors, or transaction counterparties in connection with a corporate transaction, subject to appropriate confidentiality protections
We do not sell Customer personal information.
5. Photos, attachments, and communication privacy
Photos and attachments uploaded as part of a request are private by default and should only be disclosed to the dispatched or accepted Pro and authorized internal platform users who need access for platform operations, support, safety, abuse prevention, or dispute handling.
Communication logs, message records, and call-related records may also be reviewed internally where reasonably necessary for:
- platform support
- fraud or abuse review
- safety response
- dispute support
- legal compliance
6. Security and safeguards
OnCall Pros uses reasonable administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, or disclosure.
No method of transmission or storage is completely secure, and OnCall Pros cannot guarantee absolute security.
7. Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including:
- operating the platform
- supporting disputes and audits
- fraud and abuse prevention
- security investigations
- legal, tax, insurance, and accounting obligations
- internal recordkeeping
After that, information may be deleted, anonymized, or retained in backup or archival systems for a limited period where reasonably necessary.
8. Your rights
Subject to applicable law, you may request:
- access to personal information we hold about you
- correction of inaccurate personal information
- deletion of personal information where deletion is legally available
- information about how your personal information has been used or disclosed
We may need to verify your identity before responding.
Privacy requests may be sent to:
If that address is not yet active, temporarily use:
9. Messaging and contact consent
By submitting a request or using the platform to communicate about a service request, you consent to receiving service-related communications from OnCall Pros and, where applicable, from the dispatched or accepted Pro, including by SMS, phone, and email.
These messages may include:
- job updates
- confirmations
- routing updates
- callback requests
- support messages
- safety-related communications
You may opt out of non-essential messages where applicable. However, opting out of certain communications may limit OnCall Pros' or the Pro's ability to complete or coordinate the request.
10. Children
The platform is not intended for children to use independently. If we learn that personal information was provided directly by a child contrary to applicable law or platform expectations, we may delete that information where appropriate.
11. Changes to this Policy
We may update this Privacy Policy from time to time. The "Last updated" date will reflect the latest version. Continued use of the platform after an update constitutes acceptance of the updated Policy, to the extent permitted by law.
12. Contact
Privacy questions may be sent to:
or, if that address is not yet active: