This Privacy Policy explains how CloudAgg Inc., an Alberta corporation (“CloudAgg”, “we”, “us”), collects, uses, discloses and protects personal information when you visit cloudagg.com (the “Site”) or use the CloudAgg scale ticketing platform, including its web application, mobile apps and kiosk software (the “Service”). We serve operators across the United States and Canada, with sales and support teams in Edmonton, Alberta and Dallas, Texas.
This policy forms part of our Customer Terms. Capitalized terms that are not defined here, such as Customer, Customer Data, User and Owner, have the meanings given in the Customer Terms. If you do not agree with this policy, please do not use the Site or the Service.
1. Our role
- For our own information. We are responsible for the personal information we collect for our own purposes, such as Site visitors, demo requests, and the account and billing details of our Customers.
- For Customer Data. When a Customer uses the Service, it enters information about its own staff, drivers, haulers and customers. We process that information as the Customer's service provider, on its behalf and under its instructions, as described in Section 8 of the Customer Terms. The Customer is responsible for giving any required notices and obtaining any required consents (Customer Terms 9.8). A Data Processing Addendum is available on request.
2. Information we collect
Information you give us
- Contact and demo requests. When you fill out a contact form or book a demo, we collect your name, company, email address, phone number, the time you choose, and anything you write in your message.
- Site chat. If you use the chat assistant on the Site, we collect the messages you type and any contact details you choose to share.
- Account information. When a Customer starts a trial or subscribes, we collect the company's legal name and address, and the names, email addresses, phone numbers and roles of the Owner and other Users.
- Billing information. Bank debit details are collected by our payment processor, GoCardless, and card details by our card processor, Helcim. We keep billing records such as invoices, payment history and the payment method type.
- Customer Data. The business records a Customer enters or generates in the Service, such as scale tickets, weights, customers, trucks, drivers, materials, prices, invoices and payments. This can include personal information such as names, phone numbers, email addresses, licence plates and truck numbers and, where a Customer enables camera or licence-plate recognition features, vehicle images and plate reads. The Customer owns its Customer Data.
- Support communications. The emails, calls and messages you send to our support team.
Information collected automatically
- Usage and log data. Our systems record technical information such as IP address, device and browser type, pages and screens visited, and timestamps. We use it for security, troubleshooting and understanding how the Site and Service are used.
- Acceptance records. When an Owner accepts the Customer Terms, or a User accepts the first-login notice, we record the company, name, email address, role, time, IP address and the version of the terms accepted, so we can show what was agreed and when.
- Cookies in the Service. The Service uses cookies that are necessary to keep you signed in and your session secure.
- Cookies and tags on the Site. The Site uses the Google Ads tag, which sets cookies to measure how our ads perform, for example whether a visit from an ad leads to a booked demo. We do not use the Service or Customer Data for advertising.
- How you found us. When you first visit the Site, your browser stores how you arrived: the referring website, any campaign tags or ad click ID in the link, and the first page you viewed. This is sent to us only if you book a demo or send us a chat conversation, together with your answer to “How did you hear about us?” if you give one. We use it to understand which channels bring us customers, and we do not share it.
3. How we use information
- To provide, operate, secure and support the Service, including sending the tickets, invoices and notifications a Customer's Users choose to send by email or text message.
- To respond to your inquiries, chat messages and demo requests.
- To set up accounts, bill for subscriptions and collect payments.
- To send service communications, such as invoices, security notices, changes to our terms and important product updates.
- To provide AI-assisted features, where you choose to use them, as described in Section 5.
- To measure our advertising and improve the Site and the Service, using aggregated or de-identified information wherever possible.
- To keep records of acceptances and to comply with legal, tax and accounting obligations.
We do not sell personal information, and we do not use Customer Data for advertising.
4. Accounting integrations (QuickBooks Online, Sage)
If your company chooses to connect the Service to a supported accounting system — such as QuickBooks Online or Sage — the connection works as follows:
- Authorization is handled by the accounting provider. You sign in on the provider's own pages using OAuth 2.0. CloudAgg never sees or stores your Intuit or Sage username or password.
- What we exchange. With your authorization, the Service syncs accounting records between CloudAgg and your accounting system — such as customers, items, invoices, and payments — so your ticketing and your books stay consistent.
- How tokens are protected. The OAuth access and refresh tokens the provider issues are stored encrypted at rest using AES-256 encryption and are used solely to perform the sync you configured.
- Disconnecting. An administrator can disconnect the accounting integration from within the Service at any time, which revokes and deletes the stored tokens. You can also revoke CloudAgg's access from your account with the provider.
Your use of the accounting system itself is also governed by that provider's own terms and privacy statement — for QuickBooks Online, intuit.com/privacy/statement; for Sage, sage.com/en-us/legal/privacy-and-cookies.
5. AI features and the Site chat assistant
- Site chat. The chat assistant on the Site is powered by OpenAI. Your messages are sent to OpenAI to generate a reply. We keep the conversation for up to 24 hours. If you share contact details in the chat, they are sent to our sales team so we can follow up.
- AI features in the Service. Features that generate suggestions, summaries or other output send the information needed for that request to our AI service provider. They are optional, and their output should be reviewed before you rely on it (Customer Terms 4.6).
- No training on your data. We use our AI providers' business services under terms that do not allow them to use the data we send to train their models.
6. How we share information
We share personal information only in these limited circumstances:
- Service providers. We use a small number of service providers who may process personal information only as needed to provide their services to us, under confidentiality and security obligations. They are currently:
- Microsoft Azure: hosting of the Service and its backups;
- Cloudflare: delivery and security of the Site, the Site chat, and demo booking;
- OpenAI: the Site chat assistant and AI features;
- Resend: transactional email;
- GoCardless and Helcim: bank debit and card payments;
- Google: advertising measurement on the Site;
- our text-message provider: sending tickets and notifications by text message at a Customer's request.
- Integrations you enable. If a Customer connects a third-party service, such as QuickBooks Online, Sage or card payment processing for its own customers, we exchange the data required for that integration.
- Within a Customer's account. Customer Data is visible to that Customer's Users according to the roles and permissions the Customer sets.
- Legal requirements. We may disclose information if required by law, or to protect the rights, safety or property of CloudAgg, our customers or others.
- Business transfers. If CloudAgg is involved in a merger, acquisition or sale of assets, information may be transferred as part of that transaction, subject to this policy.
7. Where your information is stored
The Service and Customer Data are hosted on Microsoft Azure in the United States (Azure's Central US region), and backups are also stored in the United States. Some of our other service providers, including Cloudflare, OpenAI, Resend and Google, may process information in the United States or in other countries where they operate.
If you are located in Canada, this means your personal information is stored and processed outside Canada and may be accessible to courts, law enforcement and other authorities in those countries under their laws. You can ask our Privacy Officer (see Section 13) about our policies and practices for service providers outside Canada.
8. Security
We use reasonable administrative, technical and physical safeguards to protect personal information, including:
- All traffic between your browser or device and the Service is encrypted in transit using TLS.
- Sensitive credentials, including integration tokens, are encrypted at rest.
- Each customer's data is isolated at the database level, enforced on every query — one customer can never see another customer's records.
- Access to production systems is restricted to authorized personnel who need it to operate the Service.
No method of transmission or storage is perfectly secure. If we become aware of a security breach affecting personal information, we will notify affected Customers without undue delay, and notify individuals and regulators where the law requires it.
9. How long we keep information
- Customer Data. We keep it for as long as the Customer's account is active. If a trial ends without a subscription, or a subscription ends, the account stays read-only for 30 days so the Customer can export its data. We then delete Customer Data from the live Service within 30 days, and backups containing it expire within a further 35 days, unless the law requires us to keep it (Customer Terms 3.5 and 8.6).
- Site chat conversations. Up to 24 hours, except contact details you choose to share with our sales team.
- Contact and demo requests. As long as needed to follow up and maintain our business records.
- Account, billing and acceptance records. For as long as the account exists and afterwards as long as needed for tax, accounting and legal purposes, including showing what terms a Customer agreed to.
10. Your rights and choices
Depending on where you live, including under Canada's PIPEDA, Alberta's PIPA and applicable US state privacy laws, you may have the right to access, correct, or ask us to delete your personal information, or to withdraw your consent to its use, subject to legal and contractual limits. To make a request, contact our Privacy Officer at legal@cloudagg.com. We may need to verify your identity before acting on a request.
If your personal information is held in a Customer's account, for example as a driver or one of that Customer's own customers, the Customer controls that information. We will direct your request to the Customer and help it respond.
- Marketing emails. You can opt out at any time using the unsubscribe link in the email. Service communications, such as invoices and security notices, are sent as long as you have an account.
- Text messages. You can reply STOP to any text message sent through the Service to stop receiving them.
- Cookies. You can block or delete cookies in your browser settings, and manage ad personalization in your Google account's ad settings. Blocking cookies in the Service will prevent you from signing in.
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada or, in Alberta, the Office of the Information and Privacy Commissioner of Alberta.
11. Children
The Site and the Service are business tools intended for adults. They are not directed at children under 16, and we do not knowingly collect personal information from children.
12. Changes to this policy
We may update this policy from time to time. We will update the “Last updated” date above and, for material changes affecting the Service, notify Owners by email or in-app before the changes take effect, as described in Section 19 of the Customer Terms.
Questions, requests or complaints about this policy or about your personal information can be sent to our Privacy Officer:
Privacy Officer
CloudAgg Inc.
legal@cloudagg.com · 780-851-5231