Privacy Policy

Telo is a shared business phone service operated by Mixshop, based in Toronto, Ontario, Canada (“Telo”, “we”, “us”). This policy explains what information we collect through jointelo.com, the Telo iPhone app and the Telo web dashboard (together, the “Service”), how we use it, and the choices you have.

When a company uses Telo, that company decides which numbers, teammates and settings to use. For the conversations, contacts and recordings a company keeps in Telo, the company is responsible for that information and we process it on its behalf.

Information you give us

• Access requests. When you request access, we collect your name, email, company, phone number, team size, the numbers you use today and any message you include.
• Account information. Names, email addresses and roles for administrators and teammates, and the companies and numbers each person can use.
• Support and correspondence. What you send us when you email or contact us.

Information processed when you use Telo

• Messages. Text messages and the photos, videos and files sent to and from your business numbers, and which teammate sent or claimed each conversation.
• Calls. Call history such as phone numbers, time, duration, who answered, and whether a call reached voicemail.
• Call recordings. Only when an administrator turns recording on for a number.
• Contacts. Customer names and phone numbers your team saves or that appear in conversations.

Information collected automatically

• Device and usage information. Device type, operating system and app version, push notification tokens, IP address, and logs of how the Service is used, which we use to deliver notifications, keep the Service running and fix problems.
• Website. Our website does not use advertising or analytics cookies. Our hosting provider records standard server logs, and Cloudflare Turnstile checks that form submissions come from a person.

• To provide the Service: delivering texts and calls, showing conversations and call history to the right teammates, and sending notifications.
• To set up and manage accounts, and to respond to access requests and support questions.
• To keep the Service secure, prevent spam, fraud and abuse, and comply with telecommunications rules.
• To maintain and improve the Service.
• To meet legal obligations.

We do not sell personal information, and we do not use the contents of your conversations or recordings for advertising.

Mobile phone numbers and text messaging consent are not shared with third parties or affiliates for marketing or promotional purposes.

We share information only as needed to run the Service:

• Within your company. Conversations, contacts, call history and recordings are visible to the people in your company who have access to the number, according to the roles your administrators set.
• Service providers. Telecommunications carriers and messaging providers that route texts and calls, cloud hosting and storage providers, Apple and Expo for push notifications, Cloudflare for bot protection, and Brevo for email. They may use the information only to provide their services to us.
• Affiliates. Mixshop and its related companies, only to operate and support the Service.
• Telo staff. Authorized members of our team can sign in to a company’s account to set it up, provide support or fix problems. Each of these sessions is logged.
• Legal reasons. When required by law or a valid legal request, or to protect the rights, safety or property of our users, the public or Telo.
• Business transfers. If Telo is involved in a merger, acquisition or sale of assets, subject to this policy.

We require every service provider and affiliate that receives personal information from us to protect it in the same way, or to an equal standard, as described in this policy, and to use it only for the purposes we allow.

Telo does not track you. We do not link information from the Service with information from other companies’ apps or websites for advertising, we do not share it with data brokers, and the Telo app does not include advertising or third-party analytics tools.

The Telo iPhone app asks for your permission before using notifications, the microphone (to make and answer calls), or the camera and photo library (only when you choose to send a photo or video). You can change these permissions at any time in your iPhone’s Settings. Turning a permission off only affects the feature that needs it.

Call recording is off by default and is turned on per number by a company’s administrator, who can choose to play a “this call may be recorded” notice. Companies that record calls are responsible for meeting the notice and consent requirements that apply to them. Recordings are private to the company and available only to people with permission to listen to them.

Information may be stored and processed in Canada, the United States and other countries where we or our service providers operate. Those countries may have different data protection laws, and information there may be accessible to their authorities.

We use encryption in transit, access controls and separation of each company’s data to protect information. No system is perfectly secure, but we work to protect your information and will notify affected users of a breach where the law requires.

We keep company data, including messages, call history and recordings, for as long as the company’s account is active or as the company directs. When a user or company account is deleted, we delete or anonymize its data within 30 days, and remove it from backups within a further 90 days, except where we must keep it to meet legal, tax or accounting obligations or resolve disputes. Access requests that do not become accounts are kept only as long as needed to follow up.

Depending on where you live, you may have the right to access, correct or delete your personal information, to withdraw consent, or to object to certain processing. To make a request, email us at the address below. We may need to verify your identity first.

Deleting your account. You can delete your Telo account at any time from the account settings in the Telo app, or by emailing us. Deleting your account removes your profile and sign-in. Conversations and call history you handled belong to your company and stay with it until the company deletes them or closes its account. Administrators can close their company’s account, and delete all of its data, by contacting us.

Withdrawing consent. You can turn off notifications, microphone, camera and photo access in your iPhone’s Settings at any time. If you receive texts from a business that uses Telo, reply STOP to stop receiving them.

If your information is held in Telo by a company you deal with (for example, you texted a business that uses Telo), please contact that company directly. We will help them respond.

Telo is a service for businesses and is not directed to children under 16. We do not knowingly collect their information.

We may update this policy from time to time. We will post the new version on this page and change the effective date, and we will tell account administrators about significant changes before they take effect.

Questions or requests about privacy can be sent to info@mixshop.com. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada or your local data protection authority.