BookOS — Privacy Policy

1. Who This Policy Covers

This policy applies to the business that subscribes to BookOS — the salon, clinic, or other operator that holds a BookOS account and uses the operator dashboard. For that relationship, NovelLogic Ventures Inc. ("NovelLogic," "we," "us," or "our") is the organization accountable for the personal information described below.

This policy does not cover the people who book appointments with your business. Their personal information is handled under a separate policy at bookos.novellogic.ca/privacy, where your business is the organization accountable for that information and NovelLogic acts as a service provider on your instructions. Section 5 explains that split.

2. Information We Collect From Your Business

Account and contact information. The business name and contact details you provide, the name and email address of the account owner, the names and email addresses of any staff users you invite to the operator dashboard, and the credentials used to sign in.

Billing and subscription information. Your subscription plan, billing cycle, subscription status, renewal dates, invoices, and payment history. We do not collect or store payment card details for your subscription — invoices are issued directly and paid by bank or electronic transfer.

Support correspondence. The messages you send us and our replies, including any information you choose to include in them.

Diagnostic information about the operator dashboard. When something goes wrong in the operator dashboard, an error report is sent to Sentry, our third-party error monitoring and session recording service, so that we can diagnose and fix the problem. Names, contact details, the contents of form fields, and health-related notes are removed from those error reports before they are transmitted. Those reports may include technical information about the visit, such as the network address the report came from and an approximate location derived from that address, and they identify the signed-in account they relate to. Session replay, described next, is a separate channel from the same provider, and that removal does not reach it. We do not run product analytics on the operator dashboard, and we do not carry out behavioural tracking, advertising, or profiling.

Session recording. Sentry provides a feature called session replay, which records a reconstruction of a page — its layout, and the clicks, scrolling, and page-to-page movement that happen on it. Session recording is never active on the pages where a client enters payment details or completes a booking; on those pages no recording is started. It may be active elsewhere in the application, such as the staff-facing dashboard pages that you and your staff use, where it records a small proportion of visits together with visits during which an error occurs.

What a session recording contains. The text shown on screen and the contents of form fields are hidden before a recording leaves the browser, and images and video are not captured. A recording may include technical information about the visit, such as the network address it came from and an approximate location derived from that address. Masking does not extend to identity: a recording made during a signed-in visit is linked to that account and is stored with the account's name, username, and email address, so that it can be searched for and retrieved by reference to the person it belongs to. What is on the screen is hidden; who the recording belongs to is not.

3. How We Use This Information

We use it to provide, maintain, and improve BookOS; to authenticate account owners and staff users; to bill you and manage your subscription; to respond to your support requests; to diagnose technical problems and protect the security of the service; to send you transactional messages such as billing notices, security alerts, and service announcements; and to meet our legal and accounting obligations.

We do not sell your information, and we do not use it for advertising or profiling.

Marketing communications. We will send you marketing email or text messages about NovelLogic products and services only if you have expressly consented to receive them. You can withdraw that consent at any time using the unsubscribe link in any marketing message, or by writing to privacy@novellogic.ca, and we will action your request within ten business days. Messages that are necessary to operate your account — billing notices, service interruptions, security notices, and changes to this policy — are transactional and are sent regardless of your marketing preferences.

4. Service Providers

We rely on the following third-party service providers to operate BookOS: Neon (database hosting), Vercel (application hosting), Clerk (authentication), Stripe (payment processing), Resend (transactional email), Twilio (SMS delivery), Sentry (error monitoring and session recording), and Microsoft (privacy correspondence). These providers act on our behalf, are permitted to use the information only to provide services to us, and are subject to their own privacy obligations.

We maintain this list and will update it here when it changes.

5. Your Clients' Personal Information

When your business uses BookOS to take bookings and manage appointments, the personal information of your own clients is collected and stored on your behalf. Your business decides what is collected and for what purpose, and remains the organization accountable for it. NovelLogic acts as a service provider, processing that information on your instructions in order to deliver BookOS to you, and does not use it for our own purposes.

If one of your clients asks to access, correct, or delete their personal information, that request is directed to your business as the accountable organization, and we will assist you in responding to it. How that information is handled is described at bookos.novellogic.ca/privacy. Nothing in this policy alters that arrangement.

6. Disclosure

We do not sell, rent, or trade your information. We disclose it where we are required to by law, court order, or lawful government request; and, in the event of a business transfer, to the acquiring party, with notice to you.

7. Retention

Account, billing, and transaction records. We retain these for six years after the end of the fiscal year in which your subscription ends, as required for business records under the Income Tax Act.

Support correspondence. We retain support correspondence for two years.

Client and booking data held on your behalf. We retain this for as long as your subscription is active, and delete or return it on your instruction, as described in section 5. Because your business remains the organization accountable for that information, how long it is kept is governed by your own retention decisions and by the policy at bookos.novellogic.ca/privacy.

Diagnostic error reports. Error reports are retained by our error-monitoring provider for the period provided by our plan with that provider in effect at the time the report was recorded. That period is currently 30 days; reports recorded during our earlier trial period may be retained for up to 90 days.

How deletion works, and when it becomes final. When records are deleted from our active systems — at the end of a retention period, or at your request — they may remain recoverable in encrypted point-in-time database backups for up to six hours before those backups are overwritten, and may persist in error-monitoring records for the periods described above. At the end of a retention period, records are deleted or irreversibly anonymized.

8. Security

Information is encrypted in transit using TLS. Information held in the BookOS database is encrypted at rest by our database provider. Access to the operator dashboard is authenticated and access-controlled through a third-party identity provider, with multi-factor authentication available. Card details are entered into payment fields hosted by our payment processor, the provider named in section 4, rather than into fields hosted by BookOS, and are transmitted from the browser directly to that provider. Because those fields are not part of the BookOS page, full card numbers do not form part of the error reports or session recordings described in section 2.

No system is perfectly secure. If a breach of security safeguards creates a real risk of significant harm, we will notify you and the Office of the Privacy Commissioner of Canada as PIPEDA requires.

9. Your Rights (PIPEDA)

You may ask us for access to the personal information we hold about you, ask us to correct it if it is inaccurate, withdraw your consent to our use of it, or ask us to delete it. Withdrawing consent or requesting deletion may mean we can no longer provide BookOS to your business, and some records must be kept to meet legal obligations. We will respond to your request within 30 days, as PIPEDA requires.

The individual accountable for personal information at NovelLogic is Kevin Taylor, Founder. To exercise any of these rights, or to ask a question about this policy, contact privacy@novellogic.ca. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada, or, in British Columbia, to the Office of the Information and Privacy Commissioner for British Columbia.

Requests from your own clients about their personal information are handled under section 5, not this section.

10. Children

BookOS operator accounts are for businesses and the staff they authorize. The operator dashboard is not directed to children, and we do not knowingly collect personal information from children through it.

11. Where Your Information Is Processed

NovelLogic Ventures Inc. operates from Victoria, British Columbia, Canada. Where information is stored and processed depends on which information it is, and the answer is not the same for all of it.

The BookOS application database is Neon Postgres, hosted on Amazon Web Services in the us-west-2 region (Oregon, United States). It holds both your business's account data and the client and booking data held on your behalf.

The BookOS application itself runs as Vercel serverless functions, executing in the pdx1 region (Portland, United States).

Error reports and the session recordings described in section 2 are transmitted to Sentry, an error monitoring and session recording service provided by a company in the United States, and are held on its United States instance.

Privacy correspondence sent to privacy@novellogic.ca is handled by Microsoft 365 / Exchange Online in the Canada Central region (Toronto, Canada).

Information stored or processed in the United States may be subject to lawful access by United States courts, law enforcement, and government authorities.

12. Changes

We may update this policy from time to time. Changes will be posted at novellogicventures.com/privacy/bookos with a revised effective date. Continued use of BookOS constitutes acceptance.