Privacy Policy

This Privacy Policy explains how SSI Labs Ltd. (“SSI Labs,” “we,” “us,” or “our”) collects, uses, and protects information in connection with the Dispatch website and platform (the “Service”).

Dispatch is used by businesses (“Customers”) such as trucking, equipment rental, and field service companies to manage their jobs and to communicate with their own clients and crews. When a Customer uses the Service to store information about its clients or to send them messages, the Customer decides what is collected and why, and we process that information on the Customer’s behalf. If you are a client of a business that uses Dispatch, that business’s own privacy policy also applies, and you can contact the business directly with questions about your information.

1. Information We Collect

• Account information: name, email address, phone number, company details, and login credentials for people who use the Service.
• Information Customers enter: client names, contact details, job sites, quotes, invoices, photos, and notes that Customers add to the Service.
• Web form submissions: when you fill out a request form published by a business through Dispatch, we receive the details you enter (such as your name, phone number, email, address, and job details), whether you agreed to receive text messages, the exact consent wording shown to you, and technical details such as the time, page, browser, and IP address of the submission.
• Phone numbers and messaging records: mobile numbers used for text messages, records of consent and opt-out requests, and delivery status for messages sent through the Service.
• Payment information: payments are processed by our payment provider. We receive limited details such as the amount, status, and card brand, but not full card numbers.
• Usage information: pages visited, actions taken, and device and browser details, collected to operate, secure, and improve the Service.

2. How We Use Information

• To provide, maintain, and improve the Service.
• To send the emails and text messages that Customers trigger through the Service, such as appointment confirmations, reminders, job updates, quotes, invoices, and crew dispatch notices.
• To keep records of consent and opt-out requests for text messages.
• To respond to enquiries and provide customer support.
• To send service-related communications and, where you have agreed, product updates.
• To prevent spam and abuse and to protect the security of the Service.

3. Text Messages (SMS)

Businesses that use Dispatch can send text messages to their clients and crews. Clients receive texts only after agreeing to them, for example by ticking an optional, unchecked box on a request form or by giving permission directly to the business. After consent is accepted, a confirmation text is sent to the number.

• What we send: appointment confirmations, reminders, and job updates for client messages, and job assignments and schedule changes for crew messages. We do not send marketing texts through this program.
• Frequency: message frequency varies with your jobs and appointments.
• Cost: message and data rates may apply, depending on your mobile plan.
• Opting out: reply STOP to any message to stop receiving texts. Reply HELP for help, or contact us at the email below.

We do not sell, rent, or share mobile phone numbers or text message opt-in data and consent with third parties or affiliates for their marketing or promotional purposes. Mobile numbers are shared only with the messaging provider that delivers the texts, and only to deliver them.

4. Sharing of Information

We do not sell personal information. We share it only as follows:

• Service providers who help us run the Service, such as cloud hosting and storage, text message delivery (Twilio), email delivery (Resend), payment processing (Stripe), error monitoring (Sentry), and AI processing used to draft quotes and jobs from requests. These providers may use the information only to provide their services to us.
• The Customer whose form you filled out or who you work with through the Service.
• When required by law or to protect rights, safety, and security.
• In connection with a merger, acquisition, or sale of our business.

Some of our service providers are located outside Canada, including in the United States, so your information may be processed and stored there and may be accessible to authorities under the laws of those countries.

5. Data Retention

We keep personal information for as long as needed to provide the Service and for legitimate business or legal purposes, then delete or anonymize it. For web form submissions, the raw submission and technical details (such as IP address and browser) are cleared after 180 days. Records of accepted text message consent are kept as long as needed to show that consent was given.

6. Security

We use reasonable technical and organizational measures to protect information, including encryption in transit, access controls, and separation of each Customer’s data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Your Rights

Under Canadian privacy law and depending on where you live, you may have the right to access or correct your personal information, to withdraw consent, or to ask us to delete it. If your information was collected by a business that uses Dispatch, we may refer your request to that business. To make a request, contact us using the details below.

8. Changes to This Policy

We may update this Policy from time to time. Material changes will be communicated through the Service or by other reasonable means.

9. Contact

For privacy questions or requests, contact [email protected]. SSI Labs Ltd., #210-347 Leon Avenue, Kelowna, BC V1Y 8C7, Canada.